No Response to Faulty ADSL Line for the 3 Weeks

Our Telkom/ADSL line has been down since the 25th of January 2015. We logged a call on the website but after 3 weeks and numerous attempts to get the call escalated we are still without any line. No one has contacted us either telephonically or via sms or email except for the original sms stating our reference number.<br> <br> Telkom *** <br> <br> How can we possible be expected to pay our Telkom line rental when we don't receive the service?