No response from Vocacom Fibre to solve the problem

I'm without Vodacom fiber for the last two weeks already, and did order a mobile backup so that I can at least have internet so long, while they fixing the fibre cable that was broken by the Municipality. I received my router, simcard was activated, but there's no connection. I have running up and down to the vodacom shop and try the call centre several times with no luck, getting the message "we are experiencing high call volume, please try our self help option or call back later" if my problem were a problem that I could solve with the self help option, I would have help myself already, but this it's not. Vodacom is expecting me to pay for a service that I don't have at the moment, I insist of a refund!!!