Telkom staff are confused

So our router was hit by lightning on Monday 22/01/18. We bought a new router and didn't have adsl connection. We phoned numerous times and the answer was the same "it's a line fault on our side". We eventually switched the cables on the jack, lo and behold there is the problem. So we call again explaining we found the fault please come sort it out, and your answer to us "oh YOU need to buy the part it's YOUR responsibility." Fine we go to the telkom shop and there we get told a technician needs to come and install it. We are still waiting for the technician to come out. And also we want a refund for the week we didn't have Internet.