Vodacom Fibre Contact Center

I took up a Vuma Reach prepaid package via Vodacom Prepaid Fibre in November the 22nd 2024. Everything was going well until the 23rd of December 2024 when I paid and did not internet connection till today. I called both Vodacom and Vumatel for assistance, but no one knows what's happening. technicians came and spent 3 hours and even changed the router, but the problem is still there. They also don't wanna refund me as I have a logged a package cancellation.