Service is at a all time low

I have a monthly internet bundle for 500 a month with a router included.the first month the signal didn't want to pick up anything.so I took it into mtn at no city goodwood.22 dec 2024.they didn't give me repair receipt.ive gone for the second time now o the 29 January 2025 to see if its still not ready.the consultant tells me am I sure it was sent from us.then questions me why I don't have the repair slip.then doesn't give me any answer but I standard reply I must wait until the call me.now I'm paying for this wifi an yet I can't use it.an they can't even call the repair center to ask how far repair is.he also said he doesn't know the imei no.so I told him if you punch in my ID no.you should have all those detail on the system with the imei no and everything. I used to work for mtn waterfront long time ago an I understand how the repairs work an stuff.but this is ridiculous.why can't they offer me a router to use until my actual router is been so called repaired.