No feedback given in almost a week

I have been having issues with my internet for atleast 2 weeks now and each time I call I am being told I need to restart my router but no permanent solution to my issue. I was also told that my router needs to be replaced as I am still using the old TP Link router. I was given a ref number on Tues already and until today no one has called me to give me feedback regarding this, each time I contact Vox I am told to be patient someone will call me yet they're never patient with my account when its time to debit me every month. I am now really tired of this back and forth and need this resolved ASAP. Can my router issue be attended to TODAY as I have been patient enough. I spoke to Johann, Ruben, Gladys, and Nigel who all give me the same pathetic excuse and the worst of them all was Pfarelo Madadzhe who decided to ignore my request and cut our chats. I am so annoyed with Vox right now, they are always passing the buck to Vumatel and now this query is about them and still no service delivery whatsoever.