User-friendly web-based fault logging followed by NO service

<p>I have logged a fault (landline voice) out of order since the 9th of November. Very easy to log a fault and fast automated reply via email and SMS to provide fault reference number. Thereafter NO service whatsoever. If you track the fault it only states 'in progress'. However, my definition of progress is a bit different! Went to a neighbour to follow up via 10210 and the agent asks 'Is your ADSL out of order?', Seems Telkom's systems are not talking to each other and the fault reports get lost in an abyss. The reference number is: 961CTK091116. Aparently my request is now escalated - also don't know what that means in Telkom terms. </p>