No \Service\" Provider"

I phoned Vodacom call centre due to the Lag I am having on my modem using Vodacom Sim. I was told that I need to have 3 numbers reported before Vodacom do anything. During the call the call centre agent said I was breaking up, and my call even dropped away. This is the same tower I am working off, and obviously its affecting my calls also. So please explain the policy of the 3 numbers being reported before you, as my service provider assists me, or investigates by means of a simple test. Oh just to add, my contract expires end of this month, so you're next decision will determine my future with you as my \Service Provider\""