Vodacom- bad service. Paying but no activation a month later

Very bad service (AS USUAL) We contacted Vodacom on the 9th of December 2021 to transfer our line and renew our fibre package to a new promotion. My husband spoke to various people at Vodacom: Jean, Ntsochi, Inga to mention a few. It is a month later and we still dont have any internet. We are paying for something we are not getting resulting in us buying data for which we paid nearly R1000 already just to enable us to work (as we are working from home) We received the modem which is lying on our desk now for 2 weeks but no-one does anything to assist to get the line installed or activated. We phone and have to hold for 30 minutes at a time which also cost us airtime. We are told that someone will contact us and we don't get any update of installation at our new address. We are not enjoying the 3 months we are supposed to get for free and still paying for something we don't have any use of. We expect to be refunded for what we did not usel This is ridiculous and our next step is ICASA who already said we can raise a complaint which they will then use a ombutsman to help us. Is this really the route to go just to get service?