MWEB Shoddy service

On the 31 July I requested Fibre services from MWEB. The Metro Fibre person come out on the 7th July to set up the internet and indicated that MWEB will send the router. immediately after he left MWEB sent me an email to say that I an amount will be deducted from my account in 5 days. On the 10th August I sent an email via their queries portal asking when I will be receiving the route as I still do not have internet access and unable to use the service. Since I will be charged I need to ensure that I get the router and use the service. I received no response. I the 14th August I called. The prompt directs you to a routers and all they have is a recording indicating that you will get your router in 7 - 10 days. But 7 - 10 from when and why would you charge me when I don't have access to the route. I left two messages through the day and was transferred from Finance to sales from Sale to online service and each time I called and was transferred the call dropped. After spending most of the day on the phone and sending several messages on the inquiries message board I finally got through to a technical person who told me that he can put me through to the sales department. I told him I need someone to talk to about the issue and he logged another call to sales. I was told someone would contact me by the next day. Here I am at 3:45 and no one from Mweb has contact me. The service is the worse I have every experience in my entire life. There is no response to calls and if you leave a message no body will call you back. The kicker is that the two people who I spoke to both told me that there is no router yet on their advert it says that the router is free. Is this a ****? Why would you charge someone and not provide service? How do I get out of this contract? How do I get in touch with them.