2 hours waiting only to get cut off

We have been experiencing problems with our wifi router and have been trying to contact Telkom since Friday 23 January. After holding for the call center for 2 hours, we get cut off. When we do finally manage to get through (after ANOTHER 2 hour wait), we are told we need to be transferred to another department, with another 2 hours waiting on the line only to get cut off AGAIN. At one point we managed to get a reference number for our query, and when we followed up on it, we were told no such reference number exists, but someone will \call us back within 4 hours". That was Monday 26 January. it is now 2 February and we have still not received any response from Telkom"