Telkom escalation process a joke

Haven't had internet at my business since Monday 12 March. have been on the phone to Telkom over 20 times with my IT support guys as well as myself. We have reset the router, reset the internet passwords and so forth. Took 10 days for them to figure out that the problem is the line itself. Now we wait for technician to fix it. Have called and escalated twice but to no avail. This is crippling my business! Who is going to be liable for loss of business? I urgently need the line attended to! Ref ********** and Escalation ref ********** . Please assist urgently! Once this is fixed, I will be moving ISPs because Telkom is still a horror to deal with - energy-sapping on another level.