Quick to collect but slow to deliver

I have just spoken to Tristan Naidoo (Cell C fibre support) after pressing the reset button on my router and requesting assistance to get the router up and running again as it was working all this time until I pressed the reset button this morning after noticing that my laptop and other devices were connected expect my mobile phone in particular - hoping that after this my phone would also be connected.

He calmly informed me that he cannot assist me as there is a reconnection fee that is in arrears yet my last couple of emails of the documented proof of where I'm liable for a reconnection fee in this scenario (where I have on multiple occasions requested fibre support assistance from Cell C when my TP link router was not working as it should and had an amber light flashing instead of a green light). Why am I being charged this fee now for the same scenario that I have sought assistance on before?

Please assist with this issue of my router not working and also tell me why I was charged a reconnection fee that I never agreed to contractually?

This is not on. Quick responses to collect reconnection fees but slow responses for clarity on the reconnection fee and support. I also spoke to the support engineer from 13:40 until 14:00 today (03.01.20) and requested a reference number for the call of which he said he will send via sms. I still have not received it. Maybe this type of service would be understandable if I did not pay my monthly fees at all.