Faulty ADSL line querry ignored

I have experienced some dropped internet connections over the past few weeks and contacted my service provider (MWEB) to try to resolve it. I was told that the problem is not on their side, and that they found way too many dropped connections from the Telkom side. I reported the problem to Telkom on Saturday 14 October 2017 and received a Service ID no (83CWK141017) via a text message from Telkom. As to date I have not received a call back or any communication, other than the text message from Telkom. It is almost a week later and I cannot download large files. My telkom account is always up to date and I expect to receive the same respect back from Telkom.