No aftermarket service

I have a data plan with a WiFi device from Telkom. It stopped working about 10 days ago. The device connect with my appliances but there is no internet connection available. I've phoned Telkom's customer care several times and still no internet. Needless to say that my first call I was on the line with them for more than 40 minutes which is for my account. On a follow up on the reference number I was given 4 days later there was still in progress. But I have to pay my monthly bill from them while I have no service and it seems like nothing is happening in getting me back online.