No communication, no resolution after a full week

Vodacom has not bothered to replace my wifi router for over a week now. When I'd logged the call I was told by a teamlead at Vodacom's fiber call center that a replacement router will be sent out to me after mine had been damaged by a lightning strike. More than a week later there has been zero communication, zero resolution from Vodacom's side whatsoever, yet Vodacom is continuing to bill me. Vodacom's fiber service is terrible. I've been shopping around for other providers at the moment where I'm learning that everyone else is considerably cheaper. Why am I paying an inflated premium for sub-standard service? Thanks Vodacom, your woeful service has led me to cheaper providers. Good bye!