MWEB's Non existant Customer Service..Dissapointing

During the hard lockdown we purchased an interner package, this was around April..all done online and the packge indicated you get a router and installation. The installation guys showed up but we never received the router, we followed up countless number of times to no help. We'd call and their phones would just go unanswered. We borrowed an old router from a neighbour just so we could connect since we were working from home. We kept on following up on the router but no one answered the phones for customer service..more recently a friend advised I should say I'm a new customer on the dialling instructions and i will get help, I did and indeed i was transferred to a consultant and tried to explain my situation, she then advised that the profile doesnt show a router selected and I needed to have followed up within a month to rectify...My PROBLEM is i followed up the same day we got the installation guys come over...I followed up almost daily post that and NO ONE assisted, now im told i should buy a router because its been a few months but they didnt hold to the end of the agreement...I followed up online and got an automated response that an agent has been in contact and the issue is resolved whereas no one ever contacted us. So for me the 1 month policy to rectify the router doesnt hold or even make sense when i couldnt get hold of anyone to assist! Please send us the router as per the package!!!!!! Is that too much to ask for?