Telkom

My parents is with Telkom. I phoned Telkom customer care Saturday 05 Sept. 2015. The operator instructed me to put power button off on modem 2 times, and she gave a reset password. She also told me to take a sharp object like paperclip to press reset button at back of modem. I did ll these things according to her instructions. It did not work. She tasked a technician. He looked at everything and asked for another password reset. Internet light still remained red. The technician told us not to reset button with paperclip. I told him operator at call center told us to. He said the modem is now broken, and we must replace it. I feel it is unfair towards us, because we only followed instructions. The call center has recorded telephone conversations. They should trace the lady that spoke to us and let her pay for modem. She was the one that instructed us to do the things we did. Can you please help us with this problem ? Training must be provided to avoid this problem to thousands other people that maybe followed her instructions, and had to face the same problem.