Bad Service

I bought a home router in September 2023 at Century City Vodacom, weeks after I purchased it I reported back to the store because the signal was an issue, I was told to call the call center they will help me. After several back-and-forth’s with the call center I still did not receive the help I wanted. Went back to the store to report the matter, the store manager did not even want to talk to me, he sent one of the consultants to Liaise with me while I was at the store. He said he will send an email to the head office and get back to me in 48 hours, a week passed I called the store and I was told that he went out and he will call me when he return. Till to date, he has not contacted me. And the signal issue has not been solve. I am being charged monthly for the service I am not receiving. Is this fair??