Why no progress report?

During December I kept getting notification from Telkom that our area had network problems so when on the 26th December my landline no longer worked I presumed that that was the reason... to cut a long story short I eventually got a reference number ********** 5 on the 6th January 2019. In the meantime notification came through that network fault for our area has been resolved. 19 days have elapsed and still no connection for my landline and absolutely no progress report on Telkom system either. What does one have to do to escalate a problem that Telkom is unable to attend to?