Useless staff

We logged a technical call in Dec15 with Telkom for a faulty ADSL line. After 3 phone calls for which we held longer than 30 minutes, we were eventually told that a technician would come and test our line. In Jan, the technician arrived. He told us the modem was faulty and instructed us to visit a Telkom shop, which we did. We received a new modem, but the line was still faulty. We are paying for a 4mbps line and only getting 1.8mbps. We are still waiting for yet another technician to come and test the line again. We would have been much more understanding if the call centre agents just told us what was going on and how long it would take, but they didn't even tell us that they had logged a call for a technician until 2 weeks later. When we ask for a credit, we are told that we MUST pay, and we can only ask for assistance once the fault has been sorted. Shocking communication with customers and inefficient staff.