What service?

I've been struggling to get my internet up and running for the last 4 months now, After waiting 2 months for a line installation i activated my internet with another host only to learn that i have a voice line and not a adsl line , after i specifically asked for a line only to use for internet ... I was told today that I need to change my line and I need to phone 10213 it took them 15 minutes to answer my call and another 10 to understand my problem after which i was cut off cause i ran out of airtime. No call back , nothing.... I bought more airtime and spent another 20 mins on the phone without it even being answered . How does this country operate really I'm so disappointed .