How do you get a reference No?

The telephone service to my house is in my husband's name. Sadly he died last month, and I will be moving to a smaller house we own when the lease held by the tenant expires at the end of November. Knowing that Telkom require adequate notice, I went to their office to arrange a new installation. The person who dealt with with my query said if I brought the death cert. the old line could be transferred. This I did, only to be advised that the place to which I was moving had fibre optic and the old system could not be transferred. I therefore app**** for a new setup. I was given no proof of application. I need to keep a check on things as the executors need the old line open for various matters, but to try and enquire via the website you need a ref. No. I have tried phoning - a futile exercise as you are warned you may have a long wait - but it cuts off after about 10 minutes. I want a ref. No so I can keep track - how can I get it - if I wait in the queue at my local office for 2 hours, do I have any hope of getting such an elusive reference. Would probably have more success ordering a Unicorn from Checkers!