Telkom Landline / ADSL out of operation

On 18/01/2018 we reported our landline to be faulty with our not being able to make outbound calls and got a reference number. On 27/01/2018 our landline was totally dead with the result that our ADSL service was also out. We were not able to report this as Telkom's system only makes allowance for one fault to be logged until it is resolved. On 05/02/2018 I phoned their fault reporting line and was given an escalation reference number. It is now three weeks since the first report and, apart from sms's saying they saying that they were still attending to the fault which stopped arriving on 30/01/2018. Is it possible to get worse service?