Not getting what you pay for

I am in month 20 of a 24 month contract for Smartinternet 15GB promo for R549pm. Our data usage needs have increased and I wish to migrate to a bigger package. As per Telkom's terms and conditions I am eligible for migration. I wish to migrate to the 50GB plan with Huawei E5186 router for R699 pm. I understand that there is a penalty payable and I am willing to pay that. The lady at the Vanderbijl store explained that it is a maximum amount of R900 and that I might pay half of that because my 24 contract is close to its end. It was a done deal and I wanted to go ahead on 30 September with the migration. She then informed me that I wont be getting the new router with because I am migrating. That does not make sense at all! Then why should I pay R699 pm? Included in your monthly subscription is a hardware fee. Then the R699 should be less, seeing that I wont be receiving the new router! The call centre did can not assist. I hold the line for 30 minutes just to speak to someone that knows nothing. I think I know more about the terms and conditions than the Telkom employees. I have read the Ts & Cs with regards to migration and it specifies nothing about the hardware being excluded.