Confusion and then some

My daughter has been an Axxess fibre customer for the past 12 months. She has moved to Benoni and there is no fibre in the area. Before this incident I would have rated them as a top ISP. On 15 December, I contacted Axxess to start to arrange the migration/service change. Each person that I spoke to told me something different and I knew less about what to than when I started. I have lost count of the number of hours I have spent trying to get info on what to do. Today, I called again and managed to make some headway...... I was told that I must use the I'm moving option, no problem. I follow the instructions and have to choose an option of what service I will be migrating to. I xhoose home internet. There is a drop down that has to do with getting a new modem for R899. Select and move on. The next page indicates that a modem has to be purchased for R2599. They way that it reads is that I would have to pay both amounts. The person that I was talking to tells me that the first price is for Telkom and the other is for 5G. When I try to understand what the problem is and I get the same answer but it doesn't make sense. I am so confused that I feel like somebody in a room full of shovels and told to take my pick. Axxess has dropped in my opinion to one of the worst ISPs I think i know less about what to do than I did on 10 December