No service /rude and unassist

We had our landlines for over 50 years and my uncapped dsl router for 6 years can not get ßomeone to advice me how to get a nepw improved wi fi router from telkom employees are face ,pass the bug and needless to say I can't watch showman or Netflix for more than 30 seconds.is it time to email the ceo of telkom to get a response