Line cancelled with no auth

We had an adsl line installed on 1 April. Lines were working fine till Sunday evening. We phoned on Teusday and was advised matter will be attended too. Till date line is not working. We run a business and rely on our lines working. I was trying to follow correct procedure by phoning 10217. Agent advised my line is cancelled. There was never instruction given to cancel my line. But he can't help me as I'm in the wrong department and will transfer me. I've been holding for 2hours now. I need my line up and running today. We are experiencing loss of business and will claim this from Telkom as we never instructed the line to be cancelled. I have also tried logging via the website hoping for some assistance with no luck. Can someone please look into this as I need my line working ASAP.