Cant help with password

I am beyond angry with Cell C i am paying for a router and i cant see my password at the back of the router they gave called Cell C alot of times even went to Cell C and no one is able to assist me a password its a password they created for me on the router if they can give me the passowrd wer must i get it...one of the consultants at the Cell C in menlyn eventold me we have been getting alot of customers with the same invident and we cant help them and he told me i must order a new router why must i pay for a new router if i still have the old one the only thing i need is my password...please assist because i cant be paying for a router and i cant use it