We pay in advance for Internet but they disconnect

On the 19 October at 9.45am our internet was cut off!! We phoned them and they said it was a problem with our account which we pay in advance? When we asked them why they had done this we were passed from person to person because no one had any idea why this had happened? We were then told that the matter was in the hand of the Technician, what the technician had to do with it nobody knows. Till now we are without any internet and no one can give us a reason or tell us when this will be fixed!!! We find this completely unacceptable as we have PAID THEM IN ADVANCE !!!. To us this is a breach of contract . They are worse than City Power who just tell you straight that if you have a discrepancy with their account you must just pay or else they will cut your power and water. Telkom just cut their services even if you have paid them upfront!!!