Bad service time, but service information, bad logistics

I placed my fibre order last week. Made the activation payment. Firstly the communication from the sales team is bad. They didn't mention any payments that must be made now besides the activation fee which was mentioned as I was signing up. Then the Fibre providers came to install the line. Suddenly I receive a message from MWeb saying that my line is now active and SERVICE CHARGES will be charged soon. NOBODY mentioned this before. I thought I pay monthend.

Secondly, Fibre is now active but I don't have a router. I hope they only start the service charges when I actually am receiving services. I wish they told me that the couriers that they said they are sending out is to bring the router directly to me. I am just assuming this since I've been waiting on a response from an agent on WhatsApp for more than an hour. Initially I was under the impression that they would send the router to the Fibre providers who in turn would bring their own box to install the line and plug the router in as it was done at my previous residence.

Then thirdly, why do I always have to wait more than an hour for an agent whether on WhatsApp or online MWeb chat (learnt my lesson early where phone calls are concerned). Wish I came here first to check out their rating because I never waited more than 5 Min for Afrihost agents to respond. Maybe a bit longer if they were really busy. And they gave you an option to call you back when you can't hold longer (everyone doesn't have unlimited airtime).

MWEB REALLY NEEDS TO INVEST MORE IN THEIR CUSTOMER SERVICE DEPARTMENT. HIRE MORE PEOPLE!!!