Had no help or feedback for 3weeks

3 weeks ago our Telkom line became faulty at home and eventually stopped working. Our internet line and telephone was out of order. I have contacted Telkom numerous times regarding a technician coming out and fixing our line and replacing our router but there has been no response. They told me that my query was to be fixed on the 18th of November but no one has come as yet and I am running out of options. The debit order is due to go off my account soon and why must I pay if I havent been able to use the internet, but they going to expect me to and if I dont they will be quick to threaten me! I have had enough and if the issue is not resolved i will be cancelling the agreement.