Terrible service

On the 26th of November we logged a faulty line. You sent out a technician to fix our line. We were told that the technician can not get access to the neighbour's yard. Today is the 8th of December and we are still without internet. When we phoned today you told us that we must get access to our neighbors yards do that the technician can fix the line. Why is this our problem and responsibility when the line is a Telkom line. We pay for a service. We have cencelled our line 3 days ago. We are now in our notice month. At the end of the month you would have charged us for the full month, but we didn't even use the line at all. This is terrible service. This. Is the reason why we canceled our line with you because it always takes up. To a more thoughtful to get our line fixed. And then you still charge us for the line even though we didn't use it.