WORSE EXPERIENCE EVER - ********?

What a horrible experience! I feel as if I am in the middle of a ****. I app**** via the Portal and was approved for the Month to Month with Free Installation. Then I am called to notify me installation will be on Wednesday afternoon at 2pm. At 2pm, staff from Frogfoot came, took photos of the current black box there, put a sticker on it and left. Then I receive an email stating a router will be couriered to me. The next morning I receive and email that they are notified that I have a router and and I must connect. I have no idea what I must do. The manual attached states, ONCE YOU RECEIVE YOUR ROUTER FOLLOW THE INSTRUCTIONS INCLUDED. I tried to call NUMEROUS times, you do not get through, they cut the call. I emailed NUMEROUS times, I even received a ticket number. Then received the same email on my ticket response that I am querying in the first place. I have no internet, cannot get a hold of anyone to assist, and now received an installation invoice stating the amount will go off my account via Debit Order!? I have NEVER in all my years seen such bad service from anywhere. I have emailed the portal email, the accounts email, the support email, the operations email..... and still no clarification on anything. I have now multiple times asked for them to cancel my application as this is a joke. If they are this bad before I even try and connect, I can just imagine service hereafter!!