2 months and absolutely no assistance to replace my faulty router

I have been without internet for 2 months now. I ordered a replacement router twice. Gave very clear instructions to debit my account and send the router to my place but it never happens. To get through to someone is the call centre is almost as painful as using their mobile app to chat to an agent. A mobile app that keeps prompting you to download the app? Like really, your app doesn't understand that you are already communicating from it? Then you will see someone join the chat and you have to keep asking them if they are there or they are receiving your messages only to be moved to another department without them fully understanding your issue. Then you have to wait 10 to 20 mins hoping someone will pick up the chat. It has been a pain in the a-hole to deal with MWEB when I need their support the most. Plus I am spending money to keep connected without my fibre, all the while my debit goes off on time, no skipping payment so I am paying monthly for nothing, like literally nothing. I have made several calls, but nobody seems to understand, bill my account and send the router. 2 months later and I am on the verge of cancelling my contract. Useless support