Cannot connect to telkom server to sent out e-mail

Reported fault with reference number 214CRK090316 and indicated many times that the problem is that my outgoing e-mail on my telkom account cannot connect to Telkom's [URL Removed] server - However, I discover today that Telkom decided to test my telephone line & even after phoning me on Sat 12 March and me explaining that the fault has nothing to do with the telephone line TELKOM NEVERTHELESS DECIDED to CLOSE THE FAULT. i had today recreate a new fault 791CRK180316 and still very unsure whether Telkom will now understand what the problem is and be able to resolve / repair / fix it.