Telkom ADSL + DSTV Explora offer failure

In April 2015, I responded to Telkom's offer of ADSL (10mbps) with a free DSTV Explora added to the deal for R899 per month. It also included a number of other add-ons, such as sim cards, wi-fi, free calls etc. This deal was widely promoted in the media. A Telkom representative phoned me and I specifically asked about the 10mbps line speed as this is the most important aspect for me. She confirmed that in our area we should be able to achieve this. I therefore accepted the offer. I was told that a technician will phone about the installation and delivery. Now, a month later I have not received any further communication. I can see on the Telkom website under my orders that the order was done on 23 April. I phoned the only contact number 10210 and after holding on for 45 min, the operator could only tell me that their system was down and they cannot check or confirm my order. She gave me the courier's no., but they cannot trace the order either. Since a month has now passed, and Telkom has not delivered, I want to cancel the order. If they cannot deliver nor respond adequately to queries, how will they be able to provide any support?