Telkom - pathetic service strikes again

My mom who is 68 and lives alone, was issued with a wifi telephone from Telkom on 18 February 2019. We have been trying to activate the telephone since then and it cannot access wifi as the simcard needs to be activated. I have phoned Telkom twice; first on 22 February and again on 7 March. Reference number: ********** 50. My mom never asked for a replacement phone but was issued this as a result of cable theft in her area. She has not had an active line since 14 February and lives alone. This is not acceptable. We are paying over R300 for this line and she cannot even use it. Can someone sort this out or I am cancelling both our lines.