Telkom support and escalation process

I app**** to have my ADSL line upgraded to fibre two weeks ago. The upgrade was done quickly. However, since then I have not been able to access the account. The error message provided is "Account inactive" when I try to reset my password. The speedtest indicates that we are still on a 10 MG profile. Two weeks of calling 10213 and 10210 and still I have no idea why or when it will be fixed. Today, I called 10213 again. The first agent, Tebogo, was unable to assist , would not put me through to the manager, Kaitlyn Bager, and finally hung up on me after a while. According to Tebogo they are not allowed to transfer customers to the call centre manager! The second agent, Samantha, refused to give me her surname or to allow me to escalate the problem by transferring me to the call centre manager.

The TIN number provided upon installation is ***. The technical support reference number is ***.

I am at a loss now. I cannot get support from either call centre and I am unable to escalate the issue.