Mweb and vuma reach

I was forced to change from my 28day bundle, to a recurring debut order which to 2 calls to do. Eventually I received my payment link but it was for a downgraded speed which I accepted. The first email from vuma reach told me payment was successful. The second told me my service could not be activated because my router cannot be found. My router was on and is working perfectly. It's been 24 hours and 5 calls to mweb and still vuma reach has not activated myy line or even contacted me. No internet means no work for me this is unacceptable.