Cannot get specific information

Our telephone line was burnt when the farm next door had a fire on 25th December 2015. The problem was reported that same day. On the 27th December a technician came and said he could not fix it, it would need the team working with cables. On the 5th January I went to the local office and they told me that Telkom would only be looking at maintenance problems after the 16th January. This was not mentioned in the SMS received. On the 19th January I again went to the Telkom office to see if there was any date allocated to the repair and they could not help me. All they could do was send an email and Telkom would contact me. To date this has not happened. I fail to understand how logged faults or faults known about cannot be put onto a work schedule or plan and customers given a date as to when the repair is likely to take place. It is called organisational planning. It is coming up for a month with no service and it is very frustrating. Especially if one lives on one's own and relies on the telephone service. Ref number of fault 22CWZ251215<br>