Telkom giving LTE package instead of fibre

I would like to lodge a complaint and also want to rectify the false service your consultant sold my Grandmother. My gran was contacted about moving from adsl to another telkom service. She was let to believe she would be getting a FIBRE package and pay no extra per month. When the router came it turned out the consultant had signed her up for an LTE package which keeps losing connection for days at a time. When she went to the telkom shop today she was told if she wants to move to a fibre line she will lose her number and have to pay more. All this is not acceptable. I am lodging a complaint on other platforms as well until it is resolved at which point I will update them to note that.