Service not provided by telkom

Our internet connection has been down since Monday the 27th of November 2017. We have notified telkom of this and get the same response - they do not know what the problem is and they cannot send any technicians out until they do- this was 4 days ago. We have contacted telkom every day twice a day for feedback but they are "not sure" how long it wil take to resolve the problem or what the problem is . The service is pathetic , as we are situated in Johannesburg next to gold reef city, this is not a rural area. Why does it take four days to diagnose a problem ? And even longer to send out a technician? The call center staff are unaware of proceedures , they cant tell you whats going on with your account. To say that the serive is poor is a gross understatement! However telkom is very efficient When it comes to collecting its monthly debit order .