No resolution to fault logging

Logged my 1st call on 20/11/18 - no feedback was given in relation to this call. On 01/12/17 I called in to follow up on the progress of the call, I was told that the call was closed and a new call will have to be logged. Upon calling to follow up today (07/12/17) I am being told that the call cannot be escalated as yet and that there is nothing that can be done at this point to assist me as the call is with the testing department. This is now 17 days that I am without internet or a phone, both of which I am still paying for. This is utterly poor service from Telkom!