2 months after line upgrade still waiting for new router

Been a MefroFibre customer for while and service has been great up until now. Got called in April 2023 and was convinced to upgrade to their 1 Gpbs package. Was told that I need a new router and that it would take 2-3 weeks for the router to be delivered/installed.

Line was upgrade and became unstable (dial-up speeds to no speed at all). Sent an email to the support email address and no response. Logged a ticket via their customer portal and no action was taken. The ticket has since be removed from my profile. Called the help line and the lady on the line had to check on something and said would call me back. Never did. Called the help line again and the new consultant was able to re-provision the line so that it became usable. Said she escalated the delivery of the router to the relevant department.

Three weeks passed and no router delivered. Sent a message to the WhatsApp number and asked to provide my details. Did so and was told that I would be called the next day by a contractor. No call came. Provided another contact number. Waited a week and asked for feedback on the WhatsApp number. Told it was escalated to the relevant department and that I would be provided feedback once they had some. A month later and no feedback as yet.

It is really shocking the level of customer support that has been provided to me so far on this upgrade journey. If I had other options, with better customer support, I would switch in a heart beat.