Absolutely poor servive!!!!

On 21/9/2019 my Mweb FTTH router broke down, I waited 7 day and several calls to Mweb before new one was deliver. On 3/10 I received a call from ConvergEX to inform me that they will pick the faulty router up on 10/10/2019 between 12+14:00, I waited the whole day and nobody showed up. I send 5 messages to Mweb, about the pickup problem on which they respond, telling me every time they update this to the ticket? Or it was send to their hardware team to address. On 17/10 I received a sms from Mweb, informing me THAT I HAVE TO CONTACT THEM, in connection with collection, if unsuccessfull billing will recommence. Calls later 18/10 ConvergeEX contact me again and told me they will pick the router up between 12+15:00, again nobody showed up and I waited the whole day!! Now I want to know what does Mweb want me to do, because I do my part on my cost and time and their system+ couriers just don’t work!!