Very disappointing experience

Firstly, it took three days to activate my internet, and I had to phone repeatedly and eventually involve LinkLayer before it was finally sorted out. I was told that the PIN had been emailed to me, but it never was. LinkLayer ultimately had to step in and assist.

I have also been emailing for three weeks trying to follow up on the free router that was included in the promotion I signed up for. I was told that I didn't need a router because the line was already activated. I understand that the line is activated now, but that's completely beside the point. I opted in for the router because it was part of the promotion offered when I signed up.

So my question is: are you actually planning on delivering the promotional router, or am I just expected to keep chasing this indefinitely?

The entire experience has been extremely disappointing. I've had to repeatedly follow up and involve other parties just to get basic issues resolved. I would honestly consider cancelling the service at this point, but of course, customers are tied into a 12-month contract.

Not a great start to a service that I was hoping would be reliable.