My life is less important then an MTN contract which is amendable

I entered into a Home LTE fixed contract with Mtn on 8 February 2022. Due to an incident taking place at the place I was living (Berea), resulting in my life being in danger, I was forced to move elsewhere. When I moved to the new place, the router worked for the first our and thereafter stopped working. Upon taking the router to the store to find out what was going on, I was told that the router wasn’t working because I had moved places and the place I moved to had no connection. I informed them that the router worked when I first got to the new place and therefore it didn’t make sense that they sat there is no connection. I requested that I be changed to another plan and still pay the same price but was informed that wasn’t possible. Furthermore, if I were to cancel the contract, I’d be charged R2700. I was further refused to immediately get a recording of my call with their customer agent and was told I had to submit forms in order to get the recording.

What I have made clear is that I’m happy to move to another plan which has coverage in my area but have been refused. Essentially, MTN has said to me my life is worth less with their contract which I am happy to pay the same amount on another plan with coverage in my new area. Futhermore, they have failed to explain if there is no coverage in my area, how the router worked.