Vodacom Fibre extremely poor and unacceptable service

I am submitting this complaint due to the extremely poor and unacceptable service I have received from Vodacom Fibre since Monday, 02 March 2026. I have been a loyal Vodacom cell phone customer for 27 years, and the treatment I have received from Vodacom Fibre over the past week has been deeply disappointing. I initially contacted Vodacom Fibre to report an issue with my fibre line. Instead of proper troubleshooting, I was informed that Vodacom cannot support an aftermarket router (my UltraLink router), despite the fact that I have successfully used it for over three years without any issues. I was told the only way to receive support from Vodacom Fibre was to renew my month to month contract so that Vodacom Fibre could provide a new Vodacom issued router. I agreed to the renewal strictly based on the promise that a new router would be delivered within 24–48 hours. However, when I called on Wednesday to follow up, I was informed that I would not be receiving a router at all. This is false information and constitutes a misrepresentation from Vodacom Fibre. On Friday, after a lengthy and difficult conversation, I was again promised a new router and told that a Vodacom Fibre technician would deliver and install it within 24–48 hours to diagnose the problem on site. By Monday morning, nothing had happened. When I called again, the agent informed me that no sales order had even been created, despite the promise made on Friday. This is now the second confirmed instance of false commitments being made. I requested to speak to a supervisor who promised to return my call at 14:00 on Monday to let me know when the issue will be resolved. That call never came. On Tuesday, when I contacted Vodacom again, the agent refused to transfer me to a supervisor until she could verify the issue again — something I have already repeated multiple times and they do log every thing on the system. This resulted in another long hold time of 20–30 minutes before reaching a different supervisor. This second supervisor again assured me that the router would be delivered that today. This will not happen because No one contacted me to confirm availability or schedule the delivery. I give the second supervisor time to call me back to get information to let me know when this issue will be resolved and still no call back from him. This is the third incorrect promise. When I asked the supervisor what happens if the issue is not the router but the fibre line itself, he rep**** that he does not know. This response is unacceptable and shows a complete lack of technical knowledge or support capability.