Re connection with Vox

I have cancelled my Vox subscription as I got a better offer with Vodacom, however the speed was not up to standard. Since December I have called the call centre number to get my line re-instated but held on for almost an hour at a time and still never got through to an agent. I then sent emails. Got a return call on Tuesday, 3 Jan. I explained to the lady that I need my line re-instated and that I am in possession of the router as it hasn’t been collected etc. I have once again been battling to speak to an agent. There is an option where you enter your contact number for them to call you back however no one calls back. I have sent email in order to establish time frame as I have been receiving messages saying router ordered, line ordered etc however I just need a re connection and not another line or router. On Friday someone came around to collect router and I said I won’t be handing it over as it is going to delay the progress. It is beyond frustrating that 1 you are not able to eat through to an agent. 2 why have an option for someone to call you back when nobody acts on it and 3 how difficult is it to reconnect a line. All I want to know is do they understand that it’s just a re connection and not installation and how long it will take to sort it out as we are spending numerous amounts of money on data. The gentleman on Friday said it shows that he must collect 5 devices from me.