Has Telkom become complacent ?

For several months I am trying to get my existing Telkom phone line replaced with fibre. I had numerous calls, emails and several visits to their Rosebank shop. I have handed in all necessary documents required for the installation and on my 3rd or 4th visit, I was advised that I have to go to Telkom's HQ in Centurion to find out why my application cannot be processed. I have been given an Order number and I have tried to call Centurion HQ ......due to high call volumes there may be a long delay in answering your call… after 25 minutes the line was cut. Apparently the underlying issue is that I currently have a data service provider on my Telkom ADSL line, which according to Telkom, is "blocking" the line. I have communicated with my current data provider ***X and forwarded their reply to Telkom:

Please note that the data account you have with ***X has no effect on the line and application you have with Telkom.

Also note that ***X has no ownership of the ADSL line either, as ***X only has the data account, which you are currently using on the line you have with Telkom.

***X is also not preventing Telkom from processing any order, as there is no orders from ***X either for your line.

I now have to drive to Centurion to find out what the problem is. Less than a year ago there were Telkom agents in our neighborhood trying to sell their services to existing and new customers.