Telkom bad customer service

Extremely poor service....I've been having trouble with my internet going off alot and I've gotten in contact with telkom and every time they say there's no problem on the side and that i must take the router to a technician by telkom store ive done that 3 times now and no difference....and ive asked if i can not get a new router seeing ther one i currently have is outdated technology and there response is that i have to pay R4000 for a new one.