Delay in resolving fault

On Friday 8 March 2019 we had a thunder storm. After the storm has passed, we found that our telephone line was dead. As a rule we unplug our WIFI router and telephone from the power as well as the landline connection the moment we suspect that a thunder storm is approaching us. This time was no different, so I am 100% certain that our router or telephone wasn't struck by the lightning. However, I have a strong suspicion that the telephone line had been struck, so I reported the fault that same afternoon still. Today, four days later when I track our fault, it remains on the same status that it was on Friday - "In Progress". I can't get hold of Telkom, via phone call or online chat to find out when the issue is expected to be resolved. Where are the days when issues used to be resolved within 24 hours max? As customers we are expected to pay our accounts loyally every month, but get poor customer service in return when there are problems. Not acceptable Telkom!