Blame shifting

Got home from holiday today to just find out that my internet has been off for the last two days now. Call MWEB this afternoon just after 4pm to just hear after tests that the problem is on Telkom line. After this I requested to speak to a supervisor, was put on hold for almost 3 min and then called just dropped. Thought they would call me back but no.. So problem found but not reported to Telkom... I called again at 7:25pm as I have not received any notification off called logged to find out it has not been done. after 31 min on call from my phone and speaking to a supervisor I am tolled that if they log the call and there is a prob on modem I will be billed...now whit that I don't have a problem unless MWEB tells me the prob is on my mod, but both agents I talked to said the problem is on Telkom line. So the sup keeps on telling me that the process and intensive test that they do before a call is logged is that I must also test the almost brand new MWEB mod if that is not the prob.now this is where they lost me.both consultants said after they tested that the problem is on the line, and not one off them asked me to test my modem as they should have done from the beginning.