Trying to get a Technician

We have been trying to get a technician out to our offices in Herm**** for 3 years now to fix the line. We are paying for a 4mbps line and the line is currently running on .17mbps. This is really pathetic service from Telkom and all this time is costing our company a lot of money which of course is unacceptable. I have so many ref numbers that I do not know which one to use any more and Telkom is either ignoring this or just plain refusing to help. We have phoned numerous times, complained on social media and logged calls and all they are saying is that we are waiting for a technician to become available, I don't know about you but I can't believe that it takes 3 years for a technician to become available!!