Failure to connect router for an elderly lady for days now.

My mom has been trying now for days to get a technician out to connect her router. She even has a case no ***0 where a technician has been assigned. But nothing happens. She gets promised that it will be sorted out each day to no vail. I'm sitting in JHB She is in Cape Town Strand. I can't phone Telkom they won't help me, I'm not the account holder. She has a sickly husband and needs to be in contact with the outside world. Highly disgusted with Telkoms service....AGAIN.