MWEB WORST SERVICE PROVIDER

We upgraded our lines from ADSL to a LTE package on the 5 Nov 2018. We left for holiday on the 14 Dec 2018 and returned the 23 Dec 2018. Upon return from our holiday, we found that certain lights on the rooter were no longer functioning or turning on (the on/off and wifi light were suddenly affected and not igniting any longer) The three other lights were still in order and working. I called on the 29 Dec 18 to report the matter to the call centre, upon which i waited 50 minutes before having being able to report the fault!!!! The technical devision proceeded to test the rooter over the telephone, by inserting a pin in the back of the rooter, in so restart/rebooting the device. The light bulbs after having rebooted still weren't burning . They then enquired with management to hear if a replacement would be done, which they initially agreed to. In turn the replacement they refer to is going to be a second hand rooter and not a brand new one!!! i feel this is absurd, i pay my monthly account timeously and the product was a month and a half old before becoming dysfunctional!!!! i then was told on the 29 Dec 2018 that they would dispatch a swop out for me, today is the 9/1/2019, i still have not seen them collect my damaged rooter!!!!! the package im on doesn not allow for a carry over of data and i therefore lose my data now too!!! I am not impressed with MWEB and am considering changing service provider. I AM THE OWNER OF A RETAIL STORE AND SHOULD ANY ITEM BE PURCHASED AND FOUND TO BE FAULTY, WITHIN A ONE YEAR PERIOD, WE IMMEDIATELY REPLACE OUR CUSTOMERS WITH A BRAND NEW PRODUCT, NO EXCUSES!!!! I DONT UNDERSTAND HOW A WELL RENOWNED COMPANY AS MWEB, WOULD NOT BE ABLE TO COMPETE WITH CURRENT CLAIM RELATED TRENDS??????!!!!!!!! VERY POOR SERVICE IF YOU ASK ME. Cinzia Lohrentz