Dreadful service to old people

My mother (69) recently had fibre installed at her home. Since it was installed, her internet access has come and gone intermittently and her email has been cut off repeatedly. She has spent hours on the phone to technicians unable to help her re-connect her internet. After asking whether maybe a technician could come and help her, she was told Telkom has very few technicians and they only attend to really urgent matters. What kind of a service is this? It is absolutely unacceptable. The poor woman is cut off from the world and has wasted hours on the phone when surely someone could just come and fix the issue. She is taking the issue on air with Cape Talk later today, failing which we will take this matter to the Ombudsman. Or maybe Telkom could just get back to me and schedule a technician to come...