Telkom Fibre Internet Issue

On behalf of Me. BM Venter who have no Internet connection( FIBRE ) since Friday, 2023-07-28. The normal procedure when reporting an issue is that you receive a SMS with a reference number and a dire warning that you will be held responsible for an amount of R 1 000,00, if the error is not a Telkom error. Well, several phone calls since Saturday, 2023-07-29 until today, 2023-08-06 have NOT resulted in the issue being fixed. On Telkom's request the router as well as the OTN have been reset several times with NO positive outcome. According to Telkom there is no break on the fibre cable. Now Telkom allege the the laptop needs to be reconfigured. TOTALLY unnecessary as a Internet connection can more easily be tested from a cell-phone. Why is there a reluctance to issue a reference number as well as sending a technician? Normally the OpenServe technician will plug his equipment on the OTN which will then indicate a fault on the fibre cable, if so. The account number for Me. BM Venter is ***. Also, when the contract was recently renewed she did not receive a new router. Credit is requested for the days that there was no Internet connection.