Fibre fault not being communicated to me

My fibre line has been off from 11 May 2018 to now with no response to what the fault is and when it would be rectified. B number: B ********** 66, Fault reference number: 67ATK150518, Escalation number: ********** . My biggest problem I have and which extremely upsets me is that Telkom can't tell my what is the Fault and when they will fix it. I am working from home and have spent lots of money buying mobile data and clients cant get in contact with me due to the line that is off. Also my Mother is sick and booked off at home and can't watch her favourite shows on Shomax and Netflix. This puts me in an extremely difficult position and will be forced to use other service providers like frogfoot if Telkom doesn't contact me to inform me what the fault is and when it will be fixed. I understand there is problems and fibre gets damaged but not to communicate that to me and leaving me in the dark is unacceptable.