new data packaging not activated after more than a month

Reported a faulty line with my internet provider Telkom in December 2017 and was advised on replacing the router. I upgraded to a new package with a new router in January 2018 and one month later I still don't have internet and email access for landline number ********** . I have had this problem for around 3 months of no internet and email access but I have to pay my bill every month. After numerous calls to customer service everyone it passing the fault from one department to the next with no solution. Please help !