No internet connection 3 weeks

I've just recently installed a Wi-Fi router and it just seems to have failed, I've been calling Telkom they've logged fault, escalated the issue but still no feedback from any technical service it's been 2 weeks now and I've been told it's takes 5 working days for a technician to get back to me, I've even been told on the day that I'd be contacted but still nothing, no internet connection, I've even paid my pro-rata bill which was double the amount and still no connection, this is extremely poor consumer service, I'm paying for something that's not even working, very dissatisfied.