Telkom - communication ?? Fail !!

Telkom has sent technicians to my mothers old age home (Reniacaunce) in Randfontein they didn't ask or inform anyone that they will be taking them out or installing new ones! They were on copper lines and now on wcema ? Whatever that is! She has since relocated to a new home and now the “new phone” doesn’t work - not a big surprise My mother is 90 years and we need to be able to get hold of her and TELKOM cant find fault and wants to now replace it - but cant have her a replacement phone and must wait 6 weeks for it to be sorted! The new phone doesn't ring - surly there is a setting that can make it ring! Why replace the whole new faulty phone! I need answers and solutions today - how is a 90years old woman on her own suppose to get hold of family is an emergency? She doesn’t have a cell phone again she is 90! If there is no feedback or replacement on this phone i will take this even higher !