NO connectivity for 2 weeks

My ISP is SADV which is Vumatels partner I have been without WIFI for the past two weeks (from the 12th of September to date)and I’m being sent from pillar to post .

first I was told that they have ordered a new router which will be delivered within in 48 working hours , my challenge is normal most customers are receiving new routers and I would not be charged for it because a system fault on their end.

The router was never delivered ,when I made a follow up on the router I was then told that The VUMA ONT settings are incorrect and a ticket will be lodged with VUMATel

Today (exactly 2 weeks without Wi-Fi)I i am being told that other customers have received their new routers they don’t know why I haven’t received mine and the ONT settings seem to be fine on their side

If everything was fine I wouldn’t be calling daily to ask for assistance and progress, each consultant I speak to tells me they will handle the matter and call me back but they never do and everytime I call SADV I have to hold for an hour before I can speak to an agent

This is frustrating and I am expected to make full payment at the end of the month but I have been without Wi-FI for the past 2 weeks and there is still no clear direction or solution on the matter