Bad service and technical support.

Ref No: MWB ********** Logged call 28.02.2018. Online via my MWEB account under MyQueries. Response received and I quote "I have reset the ADSL line, as a test please bypass the filter and connect a direct telephone cable from the modem to the Telkom wall jack. If still not working I would suggest reporting a fault via https://myaccount.mweb.co.za, then MY TOOLS." No service for one week in November 2017. No service for 2 weeks in December 2017. There is no landline. The line is DEAD! Please can someone explain to me how resetting my ADSL and connecting a direct telephone cable to the modem will make my landline work again!?!? I previously requested credit to be passed on my account due to the downtime. Telkom was honourable and passed credit on my bill. MWEB - nothing! Can someone please attend to this matter?