Telkom- perthetic service

It’s going on to the 4th week and Telkom has not resolved our problem. We have a cable that is disconnected from the main pole.I call every other day only to be told that is has been escalated with no resolution afterwards. The service is perthetic.i do get the sms but it was to say that there is someone resting the line?? How can you test a line if the cable is not connected and that was stated when I logged the fault and spoke to the Telkom chat guys...as soon as you pay late, they disconnect your line but when it’s something they need to fix they take forever...common guys.