Mweb service

I have experienced realky poor service from Mweb. They provided routers to connect with a fibre installation. The router has stopped working and Nweb cannot sort out the problem. No solutions from Mweb, no communication and it took more than 2.5 hours, on a phone before I received support from Mweb to install a new router. Really poor response from some of the Technical support persons. Do not use Mweb, their service is really poor.