TERRIBLE TELKOM NON-SERVICE

For almost 3 weeks I've been experiencing little to no use of my adsl. My telephone line has this scratchy sound that I can't even call the call center to figure out what is wrong. However they will charge me a call out fee if they find that the fault is not with telkom. WHY would it not be telkom when both the line and the internet is not working. I paid my bill this weekend past and guess what??? I've basically been paying for a service that I'm not receiving... Last night I held on for the call center for nearly 2 hours!! do you mean to tell me with the millions Telkom makes they can't afford anyone to answer the phone? What a waste of time.