No SLA managementl

Line down since 26 November and every time I call MWEB I am told that the call will be escalated to Telkom. When I transferred my ADSL line to MWEB I was under the impression that they would manage it but it seems that no fault escalation happens unless I as the customer phone to follow up on status of call. Advise other users to rather manage Telkom lines themselves as I have found better service by following up with Telkom myself.