Zero business ethic

Ordered Fibre which included a free router. Technician did the installation and advised that the router will be delivered the next day. Almost 2 weeks later, no router, which means I've had no internet service. Now I'm being billed a pro-rata fee for internet I COULD NOT access...and a delivery fee for a router that is part of the package as per YOUR WEBSITE? ****ING APPAULING!