Not knowing how to assist and ADSL issues

I just phoned Telkom customer service line to order an LTE Contract as a back up to our Telkom ADSL Line which keeps on dropping and is extremely slow and times. The operator does not understand the fact that I want to order an new LTE contract and keep on going on about the fault with the ADSL. We explained to her that we want a back up contract on LTE (New contract) and we do not want to log a fault as we've already done so, but she keeps on transferring me to the technical department to report the problem. What upsets me is that the operators are so *********** and that you don't test them to communicate in basic English. Also the fact that I have to procure another service from Telkom to back up an existing BAD service on an existing ADSL line with Telkom<br>