Telkom line reported but no further action

I reported my Telkom line as faulty on the internet. They emailed and SMS'ed me the Ref no. I cannot get a response from the internet fault tracking site. It just come's up with a message saying that they will look into the fault. I cannot get hold of the call centre, as it just rings. I need to know the status of the fault as this is our mainline incoming, and we are losing business every day with the line down. I need to be able to escalate this fault as priority but am not able to speak to anyone about it. Ref no 214CRZ071215.