Absent technical support: account transfer

A simple account transfer from one residence to another one has appeared to be an impossible task for the Mweb team. Nobody seems to check system and equipment compatibility, routers used in one place cannot be used in another (and missing equipment cannot be bought in a store) and their standard answer is: wait for three weeks and we'll sort you out - maybe! All that while they expect you to continue paying. The most unhelpful and ******** "technical service" we've received in a long time. Is anyone really willing to help their customers at Mweb?