Telkom is Pathetic

Telkom is failing to respond to a fault logged on the 15th of October at 07h10am. I have been contacting them every day and all they can tell me is that the technicians are working on it but they cannot tell me how long it will take or put me in contact with someone who can. This is pathetic, my grandparents are in there 90's and have no other means of contacting us if there is an emergency. When will Telkom give us an answer.