Poor services

I am so disappointed and annoyed by the service , immediately when I received the 5G router network on the 6th of May I experienced a load-shedding later on the day unknowingly that 5G doesn’t work when there’s load-shedding as it has to be plug all the time , which is very inconvenient for the amount I pay , I then requested to downgrade back to my 4G the following day , I was promised they will get back to me , after I send several emails but nothing was done. It’s been 2weeks now going from pillar to post with no help, promising that they will cancel the 5G so that I can get back to the 4G, it’s really displeasing to receive such service for the amount of money I pay expected an exceptional service and prompt.