Vox Telecom not meeting agreement

Hello, we are currently clients of Vox Telecom with fiber line that we got in Desember 2017 100mgb/10mgb. This month we decided to upgrade our line to 200mgb/20mgb because it will work better for us for what we use it for. We app**** mail for conformation was send and we accepted it phoned and asked about the router that was on the application and it was confermed that we will get a router on this application and on Wednesday got a mail stating that upgrade was succesfull.

We ran a speed test and found that the line speed is still between 94 and 97mgb but the upload speed was 20mgb. We phoned Vox to see what the problem was with the download speed. They asked to switch the two routers of and wait 2 min like always then put them on again. Still speed the same, then it was said that the current router can not read 200mgb line, so we asked when will the router that was stated on the application be delivered? We were told that we will not get a router that is cable of a 200mgb line does not matter what the contract says it is not included. I spend a hour that day on the phone with Vox on this matter from one person to the other sales, technical and a De Beer lady then I ased to speak to a manager, o boy no one is going to put you trough to a manager they will rather cut the line or put on hold to later get the voice of a computer telling you that this person is on training.

After attempt to speak to some body a call came to me from Vox and the person stated that the routers will be swapped later that week. Today I phoned to ask about the router and again no one can help and say that we are not going to get a router that is capable to run a 200mgb line does not matter what it said in the application and agreement... .......

I really need same one to tell me that what a agreement and confirmed application or successful that is done job on my account mean.

Thank you Marius De Beer