Vodacom router disconnected for use.

I have been disconnected from my Vodacom router since the 06 March 2024 till to-date I have been making payment without missing any installment, I made the necessary calls and was given reference numbers for the calls but I have not received any help there's 4 SR refs. : 979196, 001987, 982988, 099304 assist as I'm paying but I can't utilize the router and I don't get the service it's been 2 months already and when requesting to cancel, I'm expected to pay a cancelation fee of R9800.