Vodacom lack of response to fibre installation

I have recently signed for a 20mb download and a 10mb upload fibre line at Vodacom. We recieved our router in no time but when it came to the installation it's like you are forgotten. I have been phoning their call centre for 2 weeks now and every time the consultant escalates the order and promises they will call for installation the next day, guess what I'm still waiting for a reply. I have been with Vodacom vor the past 15 years but after this trouble it lets you think if they really care about their customers.