Frustrated already in the first week of the contract

I received a router from Afrihost within 2 working days after accepting their contract. However, the router appeared faulty with the WiFi coverage of less than 7 meters. The router was collected at my house and ever since then I made attempts to receive the feedback /new router but no one from Afrihost knows how long should I wait. They have deducted delivery fee of R249, pro rata fee for the month after they have collected the router.