No knowledge for any provided service

Can someone please explain to me why no one at the call center knows about any service to be given? I have phoned numerous times for assistance with our phone line, but no one seems to know anything about how to assist us, saying its not telkoms problem or work to do it, yet it is a telkom line and only telkom provides phone lines in the whole of SA as far as I know??? I have a main line from the pole into my yard, that goes into our house, obviously. Now that main line coming in that goes to the house, I need to be split at the roof so that I have the same line just in two, so that I can have one main line that is the same, but two points basically. So I can move the phone\modem to the one point or the other point in the workshop and the house. Is that possible please???