Mweb linked my profile to another persons router and I have to wait a week to get it sorted

this is totally unacceptable.... Our inernet connection went off early hours on 11 Dec. After numerous attempts to contact Mweb I finally got to speak to a tech support , spending more than an hour on the phone with the tech support , I was told that my profile had been linked to a different router and that she would need help from a specialist. The specialist is only available on Wednesday, 18th December... so i have to be without fibre for a whole week... This is totally unacceptable...