Vox installations are very delayed and communication is poor

I app**** to Vox for the LTE . The system did not specify the routers which could be used and i had to email to find this out. The reply was that the router i already had was not compatible. I then bought a router from them and after much delay and not being able to communicate with them - long delays in getting anyone to answer telephone and days for emails to be answered, i finally was advised that the process was completed and the routers listed as being compatible included the one i was told was not compatible!!! at the end of the Process. Now they need to arrange the refund and i am still none the wiser as to when i will receive the urgently requested sim card! I thought it would be easier than dealing with Telkom but apparently not!