Worst customer service in my life

Worst customer service in my life
We signed up with iinet for NBN at a new house. My 92 year old grandmother lives at the house and needs a landline/VOIP phone as she has no mobile an no other means of communication. We were told by iinet that the VOIP phone connection would be active 2 days after the modem was connected. That was 23rd March. The phone still does not work (now 8 April). We call iinet 1-2 times every day and often spend 3 hours a day on hold. When we speak to someone, they either dont know what the problem is, eg "it's broken", "we have escalated it" or they simply hang up on us. We are no further on with resolving the problem than we were 2.5 weeks ago. We have been in tears as my grandmother needs to be able to use the phone. We are so disgusted with the terrible service from iinet I wouldn't use them again in a million years and our whole family will eventually switch to other providers due to the distress they have caused.