no signal no service

I have no signal for my lte router so no internet for a week for a service i paid up front for and i am not recieving. Call centre does not answer. Here is my case number ***4 which obtained by physically taking equipment sim card to telkom store eastgate to lodge a fault was told 2 days it has been 4 days now and still no signal. Is the lack of service delivary due to the looming retrenchments??? Not satisfactory