Bad Service

Metro fibre guys came and installed the router and it haven't connected since last Thursday. They tried to configure it remotely and they failed saying the device is not discoverable. The router is faulty and needs to go for repairs. I mean what is that? The installer left the cables hanging saying he is going to get a glue gun to fix the cable since Thursday till today. What is your advice, I can't take a repaired router it's unfair to me and lost faith Metro fibre.