ADSL upgrades when lines do not support 10MBPS

Our ADSL account has been deactiviated. We were called last week and offered an upgrade to 10MBPS. We accepted, but were subsequently informed that 10MBPS is not support in our area (Vierlanden, Durbanville) and we would be downgraded to our previous package. This never occurred and our ADSL has been off since last week. I logged a call with Telkom ([Support #642625) and a technician came out yesterday. He informed me that our line was up, that our router was perfect but that our account had been suspended as a result of the attempted upgrade. He suggested I visit the Telkom Direct shop at Tygervalley, which I did. They indicated that they could not assist and I should call 10217 from their phone, which I did. I waited 25 minutes on the line only to be told that they would send an email to another department, but could not provide me with a reference number or a copy of the email, which I requested. I tried calling 10217 again from home this morning, but gave up after holding for 45 minutes. I work from home and this situation has now become critical as I cannot conduct my day-to-day business. Please can somebody assist!