Bad service

So on the 3rd of January i upgrades my package from 50/25 fiber toe 100/100 fiber,the person to who i spoke to told me that my router and fiber box cant take the 100mb line,so they are going to sent me n new router,so i am struggleing to get hold of them,so on friday i was ons the phone with them because i did not yet received by new router,i was on the phone with them almoust an hour,they put me true to three different people no one could help me,the last person told me that the router wasnt order from their side,but she couldnt order it,she wanted to put me true to another person,i hold and then the phone cut off,when i do speed tests i only get 60mb speed at most