Phone out of order for almost 4 weeks

My mother's house phone has been out of order since the 25/07/2015. I reported her phone on the 25/07/2015 at the Telkom branch in Krugersdorp reference number : 10CRZ250715 and her phone number is ***. According to them there's a fault on the lines in her area. They said the fault would be seen to within 5 to 7 working days. It is now 3 and a half weeks down the line and her phone is still out of order. I have phoned telkom from my landline regarding the fault a number of times and I have gone to the Telkom office in Krugersdorp a number of times and all they can say is the reported fault has been escalated and is in progress. The progress reference number is: 714953. I contacted the Telkom manager at fault reporting by the name of Mr Sydwell Nxumalo and he said this is unacceptable and the fault must be repaired as like in yesterday. The phone is still out of order. My mother is 84 years old and stays by herself. Her landline is her means of communicating and she is very sickly. The phone is needed very URGENTLY. Please Help.