No Feedback on Landline Repair

We have been sitting with no landline for two months only to find out from MWEB that our line has been given to someone else. When the lodged the fault they said they would escalate it but when we called two weeks later they told us that there was a break in the line and they would have to escalate it to their cable repairs department and could not give us an estimated time when it would be repaired. How can a department not have a deadline or at least a estimated time of completion or repairs. We have been paying this account and even though the account has been credited we still cannot get a completion time or additional feedback on what is happening with the repairs.