Bad service regarding my internet router

I’m so frustrated by the service I received regarding their internet router .I received the internet router on the 9th of December 2025 till today it never worked.Since on the 11th of December I lodged that it should be collected .I always call with no help at all .Now they opened a decoder payment plan under my name of which I never discussed it with them .After so many calls I made they never resolved my matter.The most frustrating part is that I even paid a prorater when they delivered the router .I wrote to all consumer service companies but I still haven’t got help cause this dpp will make a bad record on my name