Internet down for more than a week

My internet has been down for more than a week now. I find it totally unacceptable that I am paying for a service which I simply do not get. I pay a monthly rate to make use of internet via my ADSL connection but unfortunately I do not get to use the service I pay for because it isnt working. I have contacted Telkom and they said many people in the area are experiencing a similar problem. What I want to know, is exactly WHAT is being done to fix my internet (which I must reiterate that I pay for but apparently do not get) and WHAT is the timeline associated with the problem. Think about it like this: If I am at a restaurant and my food is taking long, I want to know WHY and WHEN I can expect it to be ready. Same with internet, the LEAST TELKOM could do is TELL me what is going on? When it has been over a week since my internet last worked... its getting a bit ridiculous!? I dont want to be told \We are aware of the problem and trying to fix it". Give me specifics please"""