Vodacom is not customer oriented

We received a router from Vodacom on Thursday, 11 April. By Monday, 15 April our internet connection was not working anymore. After 11 days of calling, pleading, and promises from the Vodacom side, still no results. Apparently, a Stefan was assigned as technician, yet there is no way to contact him. We have spoken to "managers" and call centre employees alike. Yet no one can give us any answers or results. Yet, if we cancel our contract, we have to pay a full years' fee. Would like to have any kind of response, instead of being put on hold, or just having the phone hung up on us.