No connection for more than a week

Our internet stopped having service since last week monday 28th September. I know telkom is the slowest to respond and we tested routers and contacted the ISP. I have been to our local telkom office but I was told to contact 10210 and lodge a complaint. I did this last wednesday but heard nothing since except for an automated voice recording stating that there is a general fault in the area. The frustrating thing is that the service is used to generate income to pay the monthly account. I'm sorry that I keep using hello peter but it is the only means of effectively communicating with telkom.