Useless service

I have been a Afrihost client for many years and have been very satisfied with their service. But that satisfaction has turned to total dismay. A few weeks ago I started having endless issues with my internet at home. I contacted their support team a few times and the problem was never resolved. I then unplugged the router I received from Afrihost and plugged in another router that I have and the problem stopped immediately. I took the router I received from Afrihost and plugged it into a friends connection and he started experiencing the exact same problems I had. 5Ghz constantly fails, Router interface over Wifi can frequently not be reached, connection to the router over wifi even 2.4Ghz does not want to happen. Constant disconnection of devices that are connected to the router over Wifi. I called their support team and was told that I would have to return the router for evaluation before it could be exchanged (Since it is still under warranty). The router was collected last week. Two days ago I noted in their clientzone that there is now a package on its way to me. I contacted their support and wanted to find out what is happening. The person I chatted to could not give me any answer and said that my issue was escalated to your Warehouse team. No one got back to me. Yesterday I called their call centre and was told by the support person I spoke to that they have no more information but it looks like the router that I sent back is just being sent back to me. No one contacted me. No one can give me any more information. So it seems like the obviously faulty router I sent back is just being sent back to me. I find all of this appalling! No one knows anything! No one and none of their systems contain any information about what is really going on! Now I was charged R99 shipping costs to just have a faulty router collected and returned to me. If this is the service Afrihost is delivering I will have no other option but to seek a different service provider. And believe me I will be informing all the people I have referred to Afrihost of this.