Consistent failure to resolve fault

Was having an issue with high latency on my Telkom line with my ping randomly spiking to over 1000ms to local servers.

I logged the fault with the online fault reporting system (that has no way of actually giving any details about the fault). Unfortunately I was unavailable to take the call two days later due to being in hospital, and asked if they would please call me back later. I then received a message telling me the fault was fixed and the ticket closed. Nothing had actually changed.

I tried to use the Telkom live chat function to get the issue seen to, and was told they would look into the problem. The way they seem to have fixed my latency issue was by cutting off my internet connection entirely. Spent 25 minutes on hold waiting to talk to someone at the call center before I ran out of call-time on my phone, so here I am.

I need someone to fix this. Please.

Here is a copy of a tracert showing my initial latency issues.

C:\Users\Ryan>tracert google.com

Tracing route to google.com [216.58.223.46] over a maximum of 30 hops:

1 1 ms <1 ms <1 ms myrouter.Home [192.168.1.1] 2 * * * Request timed out. 3 460 ms 907 ms 839 ms 197-84-96-137.cpt.mweb.co.za [197.84.96.137] 4 722 ms 751 ms 755 ms 540.po-channel50.cpt-ipc-2.optinet.net [197.84.96.186] 5 810 ms 880 ms 358 ms te0-0-0-1.cpt-p-2.optinet.net [197.84.7.34] 6 595 ms 638 ms 729 ms te0-0-0-1.cpt-p-1.optinet.net [197.84.7.1] 7 804 ms 928 ms 456 ms te0-0-0-0.vic-p-2.optinet.net [197.84.4.35] 8 886 ms 589 ms 740 ms 197-84-4-100.cpt.mweb.co.za [197.84.4.100] 9 1131 ms 1016 ms 602 ms 201.te0-0-2-3.vic-pr-3.optinet.net [197.80.7.73] 10 798 ms 1172 ms 752 ms 197-80-96-6.jhb.mweb.co.za [197.80.96.6] 11 988 ms 1207 ms 957 ms 72.14.239.129 12 508 ms 384 ms 368 ms jnb01s08-in-f14.1e100.net [216.58.223.46]

Trace complete.