Told to buy new router when not needed

My mother’s fibre had to be moved to a new address and after Afrihost confirmed that the fibre at the new address was active she kept receiving emails informing her that she still needed to activate her fibre. I contacted them to follow this up and were told to ignore the emails. After 4 days her internet stopped working and we were then informed we needed to buy a new router after spending hours on different dates with support. We did NOT need a new router. Their support is absolutely abysmal and how they treat their customers is truly disgusting