Mweb demanding payment and we still don't have internet they must just send us that ont box so that we get connected

We had an internet with home connect and we struggled with internet and we had canceled it we took mweb we had pay R249 upfront in fees then they send us a router which is totally different to the old one and that was three weeks ago we told them and they promised to send us an optical network terminal box (ont box) compatible to their router and to our surprise they claim that we owe them R1700 and we still waiting for the ont box and still no internet we asked for what they said our line is active and we waiting for box so that we can connect: Ref ***