No service or support at all

I am very frustrated with MWEB. We have been with them for the past few years and never had any issues but when we moved house, I realise the bad things that other people were saying about MWEB are actually true and I agree with them now, THERE SERVICE IS BAD!!!!! They came and installed the fibre in our new property on the 23rd of February and installed the box inside the house. I queried when I will receive the rooter as the old rooter is outdated, I was told I should receive it within the next day or 2. Today is the 1st of March, and I am still waiting. When I try to contact anyone at MWEB no one answers the phone, BUT when I select the option as a new customer who wants to sign up for MWEB my call is answered within 2 minutes. I don’t know what else to do except reverse my debit order as I don’t have the service that I paid for until someone will phone for due to non-payment. Maybe by doing it this way someone will assist me!!