Why is it only fixed when it ends up here?

It is a mission getting anything done via Axxess. This is the second time in a year that I needed to have my ADSL line looked at. Axxess manages my Telkom line, but they do nothing more than log the fault to Telkom. They only follow up when the customer gets annoyed (to put it lightly). Its twice now that Telkom said its fixed when it is not. The techs don't read the worklog in the ticket either. Looks like they just see activity on an account and close the ticket. My line is not fixed. I should be running at 2048, but currently I am at 1700. Upload speeds are below 230 (should be 512). So tell me how on earth you guys reckon it is fixed? Best effort my foot - it ran at those speeds up until two weeks ago when I logged the fault. Did anyone even check the line status before making me out as some stupid customer? Is a line that \sort of"works good enough for Axxess? It is not for me. Are you going to get the line fixed and working properly? """