Slow Telkom

On 6 May 2018 we visit the Telkom store at Canal Walk Cape Town. We completed the forms to migrate from 10mbps ADSL to 20mbps fibre. Vumatel installed the fibre on Saturday morning. (Excellent workmanship) since then I am struggling to get Telkom to the party. I finally spoke to a lady at the sales department. She had to re apply for the Fibre migration as there is no trace of our order which I completed at the Telkom store. Once we were done, she told me I will receive a sms shortly for the order nr and they will send me a router. Well it's 2 days later and no sms with order nr. Also I paid Telkom but somehow it still shows online I am owing the money. I actually paid more as what the Account was due. I need to get this resolved as our ADSL is more down in wet conditions as we are up and running. And the speed range between 0.40mbps and 9.90mbps but on average say 5.00mbps