Placing an order is like pulling teeth :(

I went into the Mutual Park store and saw Sunette to place an order for an uncapped ADSL home line on 15 May 2018, I have been there to query why I have received no response in terms of getting an approval. I get told I must wait 21 days for installation, my question is this... is the line approved? and if so when does the 21 days start for the installation? my husband and I are currently studying and we need the wifi installed asap. I have tried calling the call centre and I get told every time that the system is down for the whole day and I cant get an answer. the store also tells me to call the call centre. no effort to provide customer service. I have had a bad experience before with Telkom and they not making the impression any better, unfortunately I need Telkom for the damn ADSL line.