No ADSL Service and no ETTR

Since Monday ***6 there has been an area fault which affects our ADSL service. Multiple calls to the Telkom Call Center and via Twitter and Facebook has been met with different stories and promises of escalations and feedback. Today, I get informed that requests for updates from the technical department goes into a black hole and I just have to wait and hope the service gets restored soon. How can this be allowed? This is not a free service and as paying customers we are supposed to get the service we pay for, and if not at the very least be informed of why we have no service and when we can more or less expect our service to be restored. Area fault *** and Line fault # 125CTK150316.