Frustrated Customer - 2 weeks, no service!

My parents' (both over the age of 70) landline (there only communication line) went down after a storm in the southern suburbs. We contacted Telkom on the 31 March 2016 and was told it would take 3-5 working days to dispatch a technician. I followed up again on the 4 April and was told that the technician was not yet dispatched as it takes 3-5 working days. I left my cell number and was promised that I would receive progress updates. I received none! I called again today (14 April). After the fourth attempt of communicating (my previous three calls were dropped) I was told that the technician was only dispatched today! Telkom cannot tell me when the technician will come or how long it will take to fix the problem. This is unacceptable as this is my parents only line of communication! When is Telkom going to fix this problem?