One week phone lines not working!!!

My parents phoneline was struck by lightening on the 7th of December and the phone line has not been working. My parents have tried every method in contacting Telkom to come out and service the phone, however one week later, and still no one has gone out to repair the phone. My parents are older (60s) and are not acquainted with the use of cellphones, therefore in case of an emergency they will be left stranded. This is poor service from TELKOM.