Telkom makes inexplicable decisions

I am on an Unlimited Home Premium 4 mb package.My landline has not worked for over a month but the internet still works. I decided to switch to an Unlimited Home Lite package as the consultant informed me that there was some cable theft and they were not going to replace the cables. I was then informed that I cannot switch as the packages are for new customers only. I am paying for a service that I do not receive and they will not allow me to switch to a package that matches the service I do receive.