Fiber Backup Data Not Working!!!

During December 2022 we took out a contract for a fiber installation at our home with a 50G back-up data for when the fiber is down. Since then, we experienced 3 times in the last 2 weeks that the fiber was down, not due to load shedding but to other reasons. However the 50G back-up data does not kick in or work. We have spent an enormous amount of time on the customer care number (4 hours and more) in trying to resolve the issue with the ****le not working. Every one that we spoke to, gave us a different explanation on what to do or were unable to assist us. They issue a ticket with a turnaround time of 72 hours. I am not paying for a ticket every month, I am paying for BACK-UP DATA that is supposed to work. Can I URGENTLY please be assisted with getting this issue resolved. I request that a field technician be sent out to replace my current router and ****le. If this issue can not be resolved I would like the back-up data be cancelled with IMMEDIATE EFFECT and be reimbursed for all the money that I have paid, because this would mean that I am paying for a service that Vodacom is unable to provide to me, and this is in breach of what I agreed upon when taking out the additional data.