telcom cant deal withe reports on infrastructure problems

Telcom has no effective method of reporting damaged infrastructure. A pole fell down on my property which resulted in le line hanging across my drive and a public road and when i reported this they shunted me from pillar to post. even put me through to sales but they still have not reacted after 5 weeks. the staff at the shopping centers have not been adequately trained to handle infrastructure issues. they are all ineffective.