Vodacom 800gb data sim problems

My mother opened a contract with them, 800gb Black Friday special data sim. It’s not been working for over a month now and it’s been payed for. There’s a huawei router we are using model B612-233, when she got the contract she was not told that there is a specific router they require. The other problem as well was that the lady who opened a contract for her did not even synchronise the SIM card. I asked her if it’ll work just before leaving the store, she said yes. It was in Thavhani mall vodacom store opposite to Telkom store. The router we use has been working with all SIM cards including my own Vodacom prepaid sim without any problems and it’s actually faster with Vodacom sim than my Telkom sim but the contract sim does not work 95% of the time. I called vodacom customer support on the 082 135 number. The lady I spoke to said the SIM card we got needs a white list router from vodacom which was not explained to us at the store. They only asked if we have a home router and we do which is the one we’ve been using and they said it was fine. Now I’m not sure why we have to get another Roy directly from vodacom, not even sure if it’ll work as the lady from customer care said. Plus that’s another cost as well. Cancelling is another penalty. Now I’m not sure what needs to be down. Please help