Bad/No Service - Telephone Fault

On the 26th of January 2018, I reported my employers parents (CJ De Jager) telephone which was effected by a storm in Nigel. The fault was logged under reference 123CRZ260118. Subsequent we received an sms to advise that the service was repaired. On 1 February 2018 we once again contacted Telkom and advised that the line/phone is still out of order. A new reference number 85CRZ010218 was obtained and I personally advised the call centre agent that this is an elderly couple and they really need to the line/phone repaired. On or about 8 Feb 2018, I again phoned Telkom as the line/phone was still not working and requested the agent to escalate the fault an reiterated age of the clients and urgency to have the fault repaired. Today it is a week later and still no joy in having the fault repaired. I contact Telkom again today and asked the matter to escalated again, this time I was given an escalation reference number ********** . It just makes me wonder if any of Telkom's employees, would be happy if their elders faults would be handled this way.