Waiting for 3.hours

My router was hit by lighting, on Wednesday 11 February 2015 I called Telkom and they told I had to wait for a technician. Thursday 12 February 2015 I received no feedback or progress on this and called back Friday 13 February 2015. Telkom than advised me that the information given by the previous consultant was wrong and I had to go change my router at the nearest telkom branch of which I did. I got stuck in installing my router set up and I called Telkom to help me with this, I have been waiting for my call to be picked up since 11:45AM and it's 2:45PM and still my call hasn't been picked up. Meaning my WiFI isn't working and i'm just stuck. What's worse I told them it's urgent as I need for work, I work from home. Paying a terrible service PERIOD. I'm really ****ed by Telkom.