no upgrade no explorer no answer no service

Telkom let me sign for an upgrade in my area. they came and dropped off a router not even installing it and doing no upgrade. they said I would receive a explorer decoder in 14 working days its been 8 weeks and still nothing. I also don't have any internet for 6 weeks but their bill comes month end clock wise I have phoned and phoned en use their self help service with I did send sms but nobody comes back to me!!!! I am really disappointed in their costumer service. they said they are upgrading the lines but has done nothing. the guy that came to do the upgrade did not want to wait for me. my lady in the house said he only left the router on my table in its box and left. I spoke to him and asked him if the upgrade is finish and he said yes.