Mweb poor communication anf service

The service is very poor and even their call center or so called live chat you will be lucky if anyone responds. I moved from kzn to jhb and the area has a fiber line already installed which supports Vuma. I was told i needed to re apply for a new rooter since i moved homes. I can not dispute that but i have been a customer for so long with mweb. I seriously don't believe that this process should take so long.