Telkom upgrading to new technology? What technology?

I have been trying to have my parents phone line fixed since November. If I remember correctly, I did ask the question on their Facebook on 9 December 2018, why should my parents pay for a non existing service. Some people in Boksburg North claim that Telkom will not be fixing lines if cabling is the problem, because they are moving toward new technology, wireless. I am still waiting for a response. Surely Telkom can pull a report of calls made, and they should be able to see that the phone has not been used. So once again, I ask the question, why should my parents, who are pensioners, pay for a service that is non-existing? They signed up for a working line, which is not being provided? So why pay for non-service delivery?

I have app**** for my parents to upgrade to the new wireless technology twice now. My dad remember that in December when we app**** a message appeared on screen that a reference number would be sent via sms. I again app**** online for an upgrade for them on 26 January, to date I have not received my sms with a reference number.

I have tried to resolve both issues via Twitter direct messaging, without any success. It is rather shocking how little regard Telkom has for their loyal customers. I do not want my parents to end up having to pay for this upgrade, because Telkom cannot deliver because the system does not issue reference numbers.