Mweb Sucks

I am so disappointed My router was reset yesterday.... Been with Mweb on the line to try to get help, The number listed for me to recieve OTP IS NOT MY NUMBER, only today the ask for my ID yet since 2014 they have been religiously debiting my account?????? They telling me they sending me forms via emal.... How am i supposed to recieve it? I DONT HAVE INTERNET!!!!! Okay say i go to the local internet cafe... Fill in the forms.... They now say 6 to 8 hours OR MORE!!!! ALL I NEED IS MY ROUTER PASSWORD......