No Service what so ever

My 92 year old Grandmother who lives on her own has been without a phone for 3 weeks, it has been reported but you can't re-report it or re-email the fault as it has been logged already. She lives in an old age home you think the technicians would feel sorry for her and try fix it urgently!!! Shame on you Telkom!!!!! I have tried calling from my cellphone and you kept waiting for 20 minutes listening to the same messages over and over again. They do not give you the option to call you back either. There is no service from Telkom!!!