Poor technical support

My elderly mother's landline is totally dead and has been reported 24 January 2018. Despite numerous calls to the call centre, the problem has not received any attention yet. The line was tested and confirmed down and that the problem is at the outside distribution box. Our complaint was even "escalated" this week and I was told to give them 3 days to respond. Today is day 4, and still no response. I call the call centre again today, only to be told that no technician has been assigned yet! I was informed on a previous call that we can get a "fixed line look alike" unit while waiting, or even permanently. So we went to a Telkom outlet - no lines available. The call centre staff were very friendly and professional every time, however, the fact that we get no response or answers, is unacceptable. How long does it take to respond to a complaint? My mother is 80 years old, and struggles to use a cellphone. Her landline is her means of communication. I am at work during the day, then she is alone. What if she has an emergency, and can't make a call with her cellphone? When will Telkom respond? Is this what they think of there customers? What do we have to do to get a response or answers? The technical service is appalling, to say the least.