Telkom service

I have been with Telkom for 2 years, in these 2 years I have been experiencing trouble with the call centre agents. I have been struggling for 7 days to get a Fibre technician to my house. I took my router to a Telkom store where they tested it and said "there is nothing wrong with the router" when there obviously is problems with the router. I have had no support from Telkom to help me from their side. How many tickets do I need to log before someone comes and helps me. The customer care workers are not any help either.