Vodacom Fibre - shocking service with no feedback what so ever.

I never received such appalling service from any company like this before. Our vodacom Fibre WIFI went down a week ago and we have been contacting the call centre everyday this week. Up to twice a day. Only to be told every single time by the call centre that is being escalated. Eventually one of the consultants said today she would send me an email so that they can keep track and of course as soon as the call ended, NO EMAIL and NO FEEDBACK. One consultant by the name of Eugene told me its an easy fix and he told me that the replacement router that was given to us in March, needed to be reconfigured to our Solution Id. What is extremely concerning is that we paid for a brand new router which was charged to our account. However Eugene says that because our router wasn't configured correctly and was pre-owned by another account by the name of De Lange Finance. And now they have closed the account which cause our services to be disconnected. Why is Vodacom Fibre selling 2nd hand routers????? Which they charged full price to us???? Please can someone at Vodacom Fibre please contact me urgently to explain how this can be rectified.