Fault reported more than 3weeks ago...still not fixed and no communication

Our router has not been working properly since early November. We reported the fault on the 22nd of November and got an sms that a technician would come on the 25th. No one came and we did not hear anything from Telkom. We called again after almost 2 weeks and were told that the fault was logged but nothing had been done. We were told to expect feedback with in 24 hours, a week went by, I called again. Now we are told that the problem hasn't been resolved and that they are trying to resolve it internally and will send a technician out once they know what the problem is. No indication of how long this will take has been given, we are just told to wait and hear from them. Yes we are being billed for something that we cannot even use.