Landline and Internet Down

3 weeks ago our landline and ADSL went dead. We've phoned in multiple times but the people helping have been completely useless. We've even been to the Telkom offices and they say its like that because of the underground wires. It's been 3 weeks now since the phone and internet stopped working. I hope my grandparents are not getting charged for October since they haven't used it this month. The amount of time it's taking to sort this problem out is ridiculous. This needs to be fixed soon as I actively need the internet for my work.