Vodacom router replacement

I have been struggeling with intermitted signal dropping and phoned Vodacom for assistance. I was first told that I should phone when the problem starts and after explaining that the signel drops for a minute or so and when I phone I need to hold betweeb 20 and 30 minutes before my call is taken the assistant told me to take a video the. I then phoned Vuma for assistance on the line. They were at my premisis the next morning and tested the line and fibre box. They established that the problem is not the line but the Vodacom router. As soon as the LAN cables is plugged into the WAN port the aignal starts dropping. I have contacted Vodacon numerous times to first advice that the router is faulty and needs to be replaced and a few times afterwards to find out what the situation is with replacing the router. Everytime I am told that the service request is veing escalated and that they can not do anything else and that someone will be in contact with me. I have heard this over and over and over. It is pathetic that you are billed for a service yet no one can even pick up the phone and tell me what is going on. The firat call was logged on 28 April 2020 and I am still struggeling to get an answer on the replacement router.