Mweb's bad service

My router broke, I called mweb and was told I'd have to pay R700 for a new one. even though on their site this is what is quoted without any t&c's https://help.mweb.co.za/articles/connectivity/fibre/about-fibre/free-to-use-router "Free-to-use routers are exactly that – free to use for as long as you are with Mweb and using the relevant service. Should the router break, be ******, or damaged through lighting, we`ll replace it for free up to a maximum of 2 occasions. If you choose to cancel your service, you will incur a charge for the router unless it is returned to us in its original condition and packaging." When I called I was told I don't qualify because of the lame reason such as I have this product since 2021 and talking about warranty's. I managed to source a router due to working from home and I cant afford to be without WIFI. I once again called mweb to help with the configuration only to be told that the router I have is complicated and not in their skill set to help me and I must sort it out myself.