Upgrade done agreement not met

It has been almost 2 months since we were contacted by an telkom agent to upgrade our adsl to a 10mb line capped at 50 gig and includes a free router and explora. So far the have only delivered the router and we have struggled tremendously to get feedback regarding the explora. Every consultant has a different story and when trying to speak to the manager you are put on hold for more than an hour and then transeffered to a difderent department. Some agents said the deal expired in 2015, others say they cant help me I must go to a direct store(which we did) and others simply said they cant do anything for me. I am using this complaint as a last resort as no one not even telkom direct who I was reffered to could help me. A contract was made between me and telkom and I expect nothing less then was promised on the day we upgraded. Feedback would be appreciated. Our line number is ***