No modem, no tracking, no service

I moved into a new property last week and signed up for Telus internet and TV a few weeks prior.

When I went to set everything up on the first day there was only a wifi booster in the box (which I hadn’t ordered). No modem to connect to the optical cable.

I’ve called support four days in the last week. Every day they tell me the modem is arriving tomorrow, but they won’t provide any tracking info. I’ve been back to my old address multiple times and it still hasn’t been delivered (but no one is there to receive the package either).

I’m at my wits end calling Telus support. I can’t work and have been paying for a service for a week I can’t use. Does anyone know how I can escalate this to Telus management?