Out of service for 3 weeks no one able to assist

*** This line has been out of service for three weeks,<br> the account is fully paid every single month - yet as normal in South Africa you pay for something that you don't get. the number belongs to my parents, 1st of all: how should they log a call for service when the line and internet isn't working, 2nd I had to phone from work and hold on for hours. After which I could not be given the reason for down time... yet another call to be logged of which I received the reference number. Today on the 18th of Jan 16 I follow up. Still they cant tell me what the problem is with the line. I get told that the issue will be escalated, of which they not able to give me a turn around time. I need this sorted as soon as possible.<br> The other issue my parents are left with: The line has been off for 3 weeks and it's fully paid, will the money for down time be refunded to them. Awaiting your urgent reply. As soon as possible.