Poor Service and Router

I have a month to month contract for about a year. The router keeps going off and not working out of nowhere. I spoke to a consultant and she stated that my router will be replace and that I should expect it in a few days.

After a week I gave rain a call to follow up when will the router be delivered only to be told I now need to pay R4000 rand to replace a router. This router is part of the service fee we as customers pay to you (Rain). We as customer's don't even own these routers that we pay on a monthly basis.

I am extremely disappointed with the service I received, not only that the internet give issues earthier way. wont recommend this company I want to cancel this contract.