Pensioner paying for fibre that has not been installed or activated.

I have had the worst couple of weeks with Telkom. My 66year old mother is without any connection to the outside world because of Telkom. She has been a Telkom customer for over 30years now. She app**** for a fibre line at Menlyn Mall on the 10th of March. She was told that the house she bought had Openserve before, so they will come and install a modem and set it up for her. She has received messages that say the fibre has been activated but nothing has been done at her house. She has been calling Telkom daily from last week Monday, but either they make her hold for an hour, or they send her from one confused person to the next. This is truly bad service, especially towards a pensioner.