No service!

The telephone line leading into my adsl jack is damaged. All that is needed is to cut the damaged line out and reattach the adsl jack (I assume no more than a 5 minute job). I have logged a ticket at telkom. That has now been 16 days ago. The first ticket was closed without even being attended to. I then phoned again and reopened another ticket. I am still waiting for it to be attended to, even though it has been escalated 3 days ago. Apparently a technician phoned me on my mobile, but no call was received on my side neither a missed call neither a voice mail. As I am typing this, I have been waiting on the helpline for close to 45 min... This is not acceptable!