Network issue not resolved yet!!

I have uncapped WiFi at my home as I have children in university and I'm also studying. Alot of our work is done in the evenings so we got uncapped WiFi for research and studies etc. Telkom has been offline since Sunday early morning and even after reporting the fault there has been no response or the issue resolved! Even the phone line is dead! How long does it take to resolve a network issue and why are the phone lines affected!! Telkom isn't cheap and this certainly isn't what I signed up for!