Telkom Service is pathetic

I've requested my line to be upgraded but was disconnected instead. I had to reapply to be connected and have been without internet for a month and this being a time when we supposed to be working from home and the kids home schooling. After many calls and emails, I am still without internet. I received an email today saying there's been a delay because I requested the same telephone number. I requested a DSL line - what number are they referring to!