Rude and poor service

I have a client that wanted to upgrade their router to a faster newer router and we contacted Herotel to ask if they would provide the PPPoE login details for the new router or maybe come and set up the new router themselves. Firstly they didn't want to do either which I don't understand in this day and age from an ISP and secondly the technician was rude about the request and said that my client should cancel his fibre if he's not happy about the response. I recommend staying away from Herotel at all costs if possible.