Telkom and their incompetence

My fibre line which was recently installed has been down for almost two weeks and since our landline was connected to it we now do not have access to it. Telkom's response after multiple phone calls "you are on the list". This has cost myself and my family hundreds of rands in airtime and data while we pay for a service we are not using, what kind of service delivery is this? We are seriously considering switching to another provider as we do not have time for telkom and their issues.