External fault still not attended to in elderly ladies experience

My seventy-four-year-old mother reported no service to Telkom on 18/08/2021 and again on 19/08/2021 and even went to a Telkom Store to report no service. A reference number was received and Telkom confirmed that the issue was external and not internal. At the time of writing this complaint, there is still no service. How is one supposed to report issues on the self-help portals when there is no access to do so? Please would Telkom attend to this issue as a matter of urgency, she relies on these services to remain connected to her family here and abroad.