Technicians not responding

Hello I logged a fault with Telkom on the 12th of December 2017 already. They sent me 3 messages stating that they are aware of the problem and will be attending to it soon. I have phoned their customer care line countless times already. They finally escalated my fault on the 5th of January 2018 , but to no avail. I emailed their escalation department on the 16th of January 2018 and after 2 days a lady phoned saying their Technicians have got a backlog and therefore cannot attend to my problem at this moment. My question is "have they had a backlog since the 12th of December?'

I feel obliged to mention that the call centre agents have all been very friendly and to the most part helpful.