MWEB'S RETENTIONS DEPARTMENT - DISAPPOINTING & POOR SERVICE

I've been an MWEB customer for over 15 years. Lately, I've been very disappointed in their customer service. There's a "Retentions" department, which I've never dealt with. I've been referred to them because I desperately need my router upgraded, as I keep losing the network. The ZyXel router I currently have is outdated, according to the Technical Support department. It's been over a month now, and the Retentions Dept. hasn't called me. They do not have a direct line!! And apparently they are only in the office on Tuesdays. The Live Chat app, which MWeb always confidently directs me to, is useless. No one answers queries on it. After many calls to the customer service line and Tech team members, and many escalations to the Retentions department, I don't know what else to do now. If I don't get a response/ help this week, I will have to find another service provider, which will be a huge inconvenience.