No internet and no resolution time after "upgrade"

I recently requested an upgrade on my existing fibre to the home line to increase the speed as we were having issues streaming, we have been through numerous frustrating experiences with Vox "testing" the router we inherited when we took over the contract from prior homeowners - we since gave up on that process and carried on with what we had. Now the upgrade, on the upgrade contract I signed there was a R 50.00 charge to deliver a router, last night I received numerous emails / watsapps / sms from Vox that my upgrade is done, these are the steps to configure the new router, follow this instruction etc. This morning I have not got a new router, and I have no internet. So I call support, and am told I should have received a router and I won't have internet until the router is delivered and configured, they will log a case with sales. Over an hour goes by with no response, so I call again, am told the same thing and transferred to Sales to follow up on the router - Sales tells me as an existing customer I don't get a new router, and must just reconfigure the old one. I said the old one doesn't work well and I was charged a delivery fee for a new one, but apparently if I want a replacement then I have to go through a process to test (again), so I said forget about it - last time Vox just tried to upsell me into extra hardware or told me to use a cable if I want better connectivity so I don't want to go through that again, I work from home and I need my fibre to work, please just help me to get the old one working. Also, this process is so confusing as all of the correspondence indicated I should get a new router and follow x & y process, and I was charged for a delivery fee so perhaps you should update your communication (I was told it is just a standard template - which is not helpful?) So, I am transferred back to support, and go through the process to turn it off, turn it on, plug this in, move that here, no luck - still no internet and now the lights are flashing green and orange on the fibre box. A case needs to be logged with Vumatel, so now at 15:30 I still have no fibre, or feedback - a simple line upgrade has resulted in me losing hours of time on calls being transferred all over the place, left hand doesn't know what the right hand is doing, and now instead of a faster line, I have no internet at all. And good luck with Vox trying to get hold of a manager or someone to actually hear you out. I guess tomorrow I will start the process again...