Internet service down no one fixing it

It's a week later and no one can tell me when or exactly why my internet is down. I have a 4gig line in its second month and it's been down a week. My modem and equipment was checked. No fault. The technicians keep telling me it's the Telkom lines outside but it's not getting fixed? Telkom SA: Dear Customer, Fault 12CRK170518 has been created. Telkom will endeavor to resolve the problem ASAP. Please refer to the Telkom app for further information regarding your fault. I keep getting sms but no resolution??