Frustration

I have a simple request to which have had no joy from the Telkom offices at Greenstone. My landline "self created" a message or voicemail service which is a curse. It goes into message mode far too quickly, no time to get to the phone. Is their someone out there who can offer a solution. My handset is the simple Telkom issue, iServe Model KT 9290. No menu etc. Why is this such a battle?