Vodacom VOIP line

Our VOIP line failed on the 13th January. This is partially a business line and very important to our business. We have reported this out of order VOIP every day since the 13th. We have had innumerable reference numbers and email messages but still no line. The latest reference that we have is SR190 ********** 07. It is impossible to speak to anyone beyond the call center representatives, who seem totally powerless beyond sending emails to some department. We really do not know where to go from here.