Slow response to ADSL faults

Telkom ADSL has been down since 23 Sept, the fault has been reported. I followed up and was informed that the issue has been reported to their technicians and I will get phone call once they do some "testing". Five days and they still haven't done this "testing" to see what the issue is. I have been patient with Telkom but this level of downtime is not acceptable. My fault reference number is 52CRK260918. Telkom always comments that it is losing adsl customers in its quarterly reports and I can see why. ?