Power service by Telkom

I have ordered the new Telkom Fiber phone on the 18th of April 2019. Two months later and still No Phone, but I pay Telkom every month. I was informed that they will not fix the Telkom lines in the Sundays River Area so I am paying for a service that I can not use. Every time I phone telkom they tell me that they will escalate my order, but nothing happens.