No help!!! LTE Router not picking up internet, after a year of working

After numerous phonecalls and a visit to the Tygervalley Telkom branch the only answer I get is- We have to send the router away for three to four weeks (and leave you with nothing). Been trying to get this resolved for almost three months now. I'm done and fuming. The router shows its connected but every now and then loses connection, while still showing it is connected. Nobody at Telkom wants to or can help. It did not do this before, but its getting more frequent. I just want be helped without losing connection or then i just want to cancel this nonsense without penalty due to Telkom not being able to provide the service they always had. Help!!