Vodacom Fiber service

i signed up for a fiber contract with Vodacom and at the end of Jan'20 the rooter was delivered. On 11th Feb we had a break in and the rooter was also ****** (not that whoever took it can use it). Since the 12th Feb i have been battling to arrange for a rooter delivery (it is still under warranty - it was in use for about 2 1/2 weeks). Each time i call i speak to another consultant and each time the story is different. The call was directed to Technical dept on 13th Feb for action and since then nothing seem to have happen on their side. i supp**** the police case number for the break in CAS 197/2/2020. I have in total made 10 phone calls (from 12th - 21st Feb) to follow up without any success. i am not sure as to what the progress on my service request are. On the other hand Open serve had already replaced their rooter, fixed the cables etc. the moment they received the call. Why does it take Vodacom so long to resolve a call. I really need the rooter to install WiFi again as i am now paying for a service which i don't have access to - 2 weeks without service. Annalie Sauer