Shocking service and tech support - still no solution after days of messages, calls and emails.

Router got lost - no one could find it for a week. It's supposed to be a plug 'n play system. Looks like router arrived unconfigured. WhatsApp and telephone support can't seem to troubleshoot why it will not connect. No one gets back to me. They "escalate" and do nothing about it. The only thing Afrihost have done efficiently is debit my account for the full month's premium when I have no access, and no idea if I'll be able to get it.