Poor customer service

Goodday, My mothers landline is out off order for 3 weeks, every time I phone, they give me a ref no, and the next day I get a message to say that it has been restored. BUL%%%&&((). It is not working at all. They also said my Mother must take the phone to a Telkom office, the nearest Telkom office is about 150km from her, she is 79 and in a wheelchair, that is her only way of communicating, she is also staying alone. Telkom installed the phone, why must she take the instrument to a Telkom office. If the line is not restored by the 24th we have to cancel and rather get her a cellphone, and I know she will get better service and less problems. Louise