3months after reporting a fault no service

About 3months ago we logged a fault via the website and received a ref # however no one came to assist. We then proceeded to go to telkom (southgate & sauer street) and still after that nothing was done. The consultants have reissued new ref# for our fault and still nothing has been done. My 69yr old grandmother is tired of going pillar to post trying to get the line fixed but to no avail no assistance has been offered. The landline is *** , our previous ***.7/5 and the recent one issued for us is *** . The account is fully paid up in advance so we absolutely do not understand what is happening! ! Highly frustrated by this whole process