MWEB useless no connection

The internet and modem was delivered so fast. The router was faulty and they exchanged it. When I visited my mom, the fibre box was not working.

I used the modem's plug and the fibre box worked. I informed mweb about it and they said if i want a new power supply I need to pay R750 for Octotel to deliver or I must go and fetch it.

Can someone for the love of cheese and rice sort it out. Was the connections checked before the installation done properly? My mom is 79 and she trusted that all is 100% and signed off.

Please sort this.out. Most pathetic service ever. I am only a week with them and won't recommend them.

No connection still