Fibre package not working and no interest from Vodacom to resolve

My mother has a Vodacom 10 down/ 2 up fibre package through Vumatel. As of Sunday 24th January her service has been interrupted and neither Vodacom nor Vumatel have assisted, after countless calls/emails/social media posts to both companies. I called Vumatel again on Friday 29th January, and after explaining the situation for the 100th time, a lady called Hope advised strangely that Vumatel no longer supports 10/2 package.. even though it is advertised on their website and the ISP. I then was on a conference call with both this lady from Vumatel and Vodacom to discuss this. Vodacom were also surprised and had never heard of this 10/2 discontinuation. The only choice provided was to upgrade the package to 10/10. My mother has now called both Vumatel and Vodacom this morning and both companies have now stated they have no knowledge of 10/2 discontinuation and this it is still supported! So either this lady Hope at Vumatel was completely lying to get my 62 year old mother to upgrade her package, or there are some serious communication issues between these 2 companies. My mother has been told countless times by Vodacom that a Service Delivery Manager will call her personally to get this issue resolved, but nothing. No one at Vodacom cares and they all hide behind the call centre. You would never ever get this abysmal level of service from a telecoms company in another country like UK. My mother is still without internet for over a week now, and works from home. Vodacom, do you care to resolve this issue?