Reported Fault 6 days ago but nothing from telkom

My grans phone line has been non operational for 6 days now and we have tried on numerous occasions to report the fault online, by sms and calling 10210. Today I tried to get through to the fault line waited 45minutes listening to the amazing selection of songs and was then cut off!! then did the same thing again. couldn't believe it. my gran is all by herself with medical conditions and no phone as Telkom have not responded!