Poor service

My grandfather moved the premises and we called Mweb to request to move the router we were waiting and they called and told us they would come in 2 days. We waited but no one came kept calling after and they kept dropping the line when we get the department and while talking to the consultant they cut the call,

It has been 2 weeks and yet no one has called or answered eventually today we got through to a consultant who told us it had been put on hold because we app**** to a different service provider but all we did was request for a move of the device. when we asked the consultant why and how can this be resolved she cut the call on us.

My grandfather is 86 years old and has to deal with incomplete people like this with no communication