Telkom ADSL & line dead for nearly 3 weeks now - NO RESPONSE from Telkom - Line still not working!

We have reported a fault on 29/10/2018, that our line is dead. Telkom advised us that there is something wrong with the cable, and they are busy fixing it. And a technician has been assigned. Nobody has contact us as yet. We have been sitting without internet for 2 & a half weeks now. I have sent a email to ********** after i spoke several times to Telkom. We have had no response. We demand not being charged for the period that we didn't have any internet or telkom line? If the problem doesn't get fixed immediately, we will cancel our account and get another service provider. Contact us with regards to this HUGE problem. Our fault reference is 31CNK291018 and the line number is ********** .