No or incorrect feedback on fault progress report

We reported a faulty line on the 6th of January already, we use this line for Wifi to run two businesses from home, the only feedback we received was that a technician started working on the line on the 18th of January, since it is already the 22nd today Telkom is either lying or this is a huge fault, already taking them 5days to fix. Next week will be our third week without a line, how is it possible that you receive no or incorrect feedback and no service at all? We are considering alternative options. TRACKING NR: 477CTK060116