No feedback from Vodacom after call logged for broken router

Vodacom Fibre, my router broke more than a week ago. I logged a call with you immediately, was told that someone would contact me, and that a technician would come out to check and if the router was faulty then it would be replaced. I've called numerous time to follow up with no success. I work from home some days and am now inconvenienced because you guys are dragging your feet. No feedback, no sms, no email...nothing. I NEED URGENT FEEDBACK AND RESOLUTION (SR ***)