Unresponsive

On the 02/02/2018 our internet went down. We found out that the internet light on the router was not on so we called telkom to assist us and a guy by the name of Bongani told us that the router is faulty and needs to be replaced. We called telkom 15 minutes later just for a second opinon and a call was logged because no one could tell us what the problem was so We then went out the next morning and purchased a new router to the value of R900. We came home and installed it just find out the problem still persisted. We then called telkom again to find out what is the problem and we were told again that a BRAND NEW router is faulty even after the configuration. This afternoon 05/02/2018 we called telkom to find out the progress of the fault and no technician has been assigned to the fault as yet. This is poor services. And please note that my husband works from home and his work has been put on hold due the fact that no one can tell us what is going on and no technician has been assigned to fix the problem yet we pay so much of money every single month... please assist me with this it is quite urgent.