Little feedback, no resolution

We are 12 days into a DSL fault, with MWeb being the service provider. Over this period, there has been minimal communication from MWeb, despite multiple calls from us, with insistence from them that this is a Telkom issue and that the problem is out of their hands (although we have no contractual relationship with Telkom: Mweb bills us for the line). I am so disappointed with the lack of proactive problem solving from a company I have previously viewed as efficient and customer centric.