Poor pathetic services by Herotel Ntelecom

What a pathetic service. Their router broke down hardly six months and stayed for 5 days without service and billed full amount. Replace Thier router and charged me 1250 for their own router. In my own town Herotel replaced routers of white people for free and decided to charge me, how inconsistent??. Their contract is contradictory and manipulative cause it says the router is their for the first 12 months but if it is broken( not me breaking it) for reasons beyond my control, that I must pay for it and claim from my insurance. How is it possible that I should claim for their own property? I am still left stranded without WiFi, it's for three weeks now. Their service is very very poor and they are not even providing options for me to take this matter up. My account is: NTLEH008.