Telkom service seems to be focussed on automated responses, are there acually people working there?

Telkom service is a automated answering service with no technicians to back it up. It seems that the answering service is getting all the attention and the clients are kept at bay with it. I logged a call for a faulty ADSL line and I get a SMS stating that it has been tested and no faults could be found. But in the same sms I am told to reply with my line number and a W if it is fixed, or with a F if it is faulty or if I don't reply they would respond "as soon as possible". And then what I suspect is another automated message "A technician has been assigned to your problem" This is not the first time this happened to me. I log on and check on My Telkom and notice that the previous log has been closed and they never came out to fix it, that was November/December 2017. (I found a loose wire at the connection box and connected it myself). Now I logged a similar call because lightning struck and broke my router. I replaced the router and found that the line also seems to have been damaged somewhere in the process. The same procedure has been followed again. The message that the line has been tested and no faults were found and to reply with the W or F. I have done that but still got no response. I logged the call via My Telkom, AND contacted a operator online, only to find that the heading of the fault tracking states 2/2 Queries solved but the last query when opened for inspection states: STATUS We have your problem in hand and are working toward resolving it. (What I suspect is another automated comment because if that was true someone would have contacted me to make an appointment to work on the problem) The problem is still not solved I had to type this on a separate document to copy and paste because my line connection is still intermittent and to top it all I changed from a 2MB line to a 4MB line and I am getting the following results on a speed test: Download Speed: 687 kbps (85.9 KB/sec transfer rate) Upload Speed: 11 kbps (1.4 KB/sec transfer rate) Latency: 118 ms Jitter: 5 ms Getting somebody to actually come out and investigate is now in the second week and I suspect that it is going to go the same way as the previous fault which I reported. (at 62 years of age I really don't like climbing the ladder up a telephone pole.) I am paying for a service which I usually end up doing myself. I also put my previous disappointment on hellopeter and got no response from it, so I am doing it again, attempting just to get rid of some of the frustration I am experiencing.