Dead line

My grandfather's telephone line went dead on 2016-02-19.I reported the matter electronically.My grandfather received an sms with the reference number.For one week nothing was done.When I track the fault it just shows open.On 2016-02-29 I phoned the call centre and was told that they would contact the technicians and report it as urgent.To date the line is still dead and nothing has been done.My grandfather is 83 and now has no contact with the family.I just find this unacceptable as he now unable to make or receive calls.I can be can be contacted on ***