awaiting installation

I reported change of address over a month ago, it was disclosed to me that it would take three weeks install the line. They gave me a date when the technician would do the install, fair enough at least they did that. When the technician arrived, he disclosed to me that he couldn't run the cable from the exchange as the underground cables were not connected so he could not run the cable from my house to exchange which I find weird. He advised me that they would be in contact with me when they would do the install that was two weeks ago no call no message nothing since then. I have phoned them twice yet still no date. I am getting charged for something I am not using and worst of all I am currently doing online studies very difficult doing this when you have no internet. All I am asking is do your job telkom and I wouldn't complain or be upset.