Landline upgrade NIGHTMARE!!!!!!

Telkom "Back Office" contacted my father on the 17th September 2019 to upgrade them to this new wireless telephone and modem. The beginning November 2019 the telephone cables in my parents area were ****** and now they are sitting without a landline or internet and my parents are both not well and need an active landine at home. We have been calling Telkom on a weekly basis to find out how far this "Upgrade" is but no one can give me a clear answer. And everytime I call they say they cannot pick up any order or upgrade that was done. Everytime I call they say they don't have access to the "back office" system and someone from back office will call me back to say how far the order is and when they will deliver. Could someone from Telkom "Back Office" or someone that works with the upgrades please contact me ASAP and let me know what is happening with this order and if there is an order on route to my parents because this is now really totally unacceptable.