Unreachable, *********** and No Service

I got a call in November that my internet fibre service was eligible for an upgrade and that a router will be delivered with 2 to 3 days. 7 weeks later, my landline has stopped working and my router has not been delivered. It is virtually impossible to reach Telkom by phone as it is impossible get to the correct person using there call routing facility. I cannot contact the courier who was supposed to deliver the router. I went to the Cresta branch today (14 January 2025) and the manager claimed that she cannot help as I must use contact numbers to resolve the matter. She also gave me a non-existent email address which I could use to escalate the issue. I have also logged faults. I am at my wits end and would like nothing better than to end this 30-year relationship.