Bad customer service and refuse to contact client

Afrihost has no business ethics or consideration for their clients. I am with them for many years and have had an issue with our internet connection and we kept on rebooting for the last month, I then was at my witts end and cancalled, they called me back and said they will give me a free month a new router as my router was to old, they sent me a new router 2 weesk agoe and its faulty, when i logged a call for a new router, they asking me to send the router back for them to investigate whats wrong with it, what utter nonsense is this and then they will let me know if they can give me a new router, so what happens to my internet connection and how do i work with no router for a connection, are these people at customer service not using their common mentaility, if they gave me a faulty router they must replace it, I am not awating them to test their faulty equipent while i pay for an internet connection I cannot use, this is the most disgusting service ever. To top it off i asked the customer services agent;s Sbongile D and Aviwe N to call me back over 5 times and they refused to call me and kept on emailing me telling me to log a return of the router, do these people not comprehend, I cant understand how they work in CS but refuse to help and follow simple request, totally digusted.