Highly Frustrated with Vodacom Fiber

We have been on a month-to-month Vodacom fiber contract for almost 3-4 years now, Telkom has come out with the same package at a much cheaper rate. We have never had our router replaced and so the age of it is beyond any normal electronic device. The retentions department stated that we could only get a replacement router if we signed up for a year renewal, based on this we signed up, 21 days later am still trying to fight for a replacement router. Their technical department says we need to capture screen shots and email *** whenever we experience a problem with the router. We are required to perform a local ping to see that the LAN is working, then perform a speed test on both the 2.4Ghz and 5Ghz frequency, email all these to this email address and then wait to see if they will replace the router. They now state we are in our contract period and if we wish to cancel there are penalties. So guess what, **** to and told we need to stay with them, this is extremely frustrating. I won't get started on the number of departments we have spoken to, just to try get a router. I think the hours spent on the phone with Vodacom are a massive loss versus the cost of me buying my own router. I am extremely frustrated at Vodacom turn around time and lack of customer service in 2024.