Waiting for an upgrade

I wanted to upgrade my internet line and I started this process in May and it is now August and my line still has not been updated. Every time I phone, Telkom is either offline or they transfer me to another number. In May they said they would send out a technician and still no one has come out. I phoned the helpline today and was told that I need to wait for a technician to come out before they can upgrade my internet. I was also told that they would start billing me for the new Internet this month yet I do not have the service ! Many thanks