Line down

Usually we get great service from Telkom. As of the beginning of April both our lines were down. I reported them both and one of them was fixed. The other one is still down. I have tried calling the support line and holding on for between half an hour to an hour with no answer. Went online and chatted to a very rude support (bot?) tech, that told me the problem was escalated. I keep getting sms's that say you are still aware of the problem and endeavor to have the fault repaired. That does not help at all, we need something to be done. My reference number is: 63CTZ120418. We are a company and need to make quite a few calls. It is very frustrating, it is almost a full month now. Please sort this out.