Am I paying for internet that is never going to work?

We had fibre lines laid about 2 months ago in our area and to be honest we were quite excited. We were told Vodacom were the best people to go with and when their reps appeared a pop up stall I chatted to one and he said the best deals to go for. He also said that I should take the wireless for the first month because it is free and it will take a few weeks to get the fibre connected. I signed but to this day have never had a copy of my contract/s. The router arrived and then my problems began, I tried to install it (I have done it many times before) but it would not connect, I followed the instructions and could see I had done everything correctly but thought maybe I had done something wrong so I called the help line. I tried about three times and was cut off twice and the third time the lady I spoke to was seriously rude and told me to unlock the sim. The sim was not compatible with my phone so I went to a Vodacom shop to 'unlock' the sim. However, when in the shop the assistant (who was very nice) was confused because the sim worked when put in her phone so there was no pin. A lovely lady (I think she is the account manager) from Vodacom rang me and I explained everything again. We went backwards and forwards checking everything and if purple lights were working etc. The message shows on devices 'connected no internet service' which is very weird. The lady really tried to help and the conclusion we reached was that the device was faulty and she would get that department to ring (my understanding was soonish) however I am still waiting. I signed up a month ago, I was going to cancel my existing internet provider thank the Lord I didn't). If Vodacom take a debit order for not providing me with any internet services at all then I am going to be extremely annoyed because I am going to be paying for something that does not work. I have had other reps from other providers saying that Vodacom is known for making promises but not delivering. I take the comments with a pinch of salt because I know they want to make a sale but up until now I have nothing tangible to say they are wrong.