Poor Service from Telkom

A call has been logged to Telkom almost a month ago for an entire area not having Telkom services. The request says in progress with no more information. This is very poor on Telkoms service delivery as homes are now without a fixed line and internet and yet payments are made timeously to keep the services running. I am unable to reach the call centre and the chat line via the net to escalate the matter and to ensure that this issue gets high priority. The reference number is 304CNK300718, please can I get timelines as to when this matter will be resolved?