12 Days with ADSL PROBLEM

My ADSL and phone line stopped working 20 Aug 2018, i called Telkom an logged the call. 5 Days later i called to find out when is it going to be fixed, they told me a technician was assigned to the case. I called again 10 days later, they told me the same thing. Its now 12 days later with no ADSL or telephone line working. How does a company like Telkom take this long to fix a problem?

If u have specialists, a problem should not take longer than 3-5days.