Poor service

Ordered fibre from Mweb a month ago. No router delivered. No follow up. Phone them back and was promised the router in a few days and would be kline this week. Phone again today to follow up....Wendy wouldn't help and diverted my call. Next lady tells me router has not been released yet. She thinks there may be a problem with fibre box installation in home. Would it not be wise to phone the client and discuss issues instead of not addressing things and leaving them hanging. Takes for ever to get through to someone. Not impressed with your service mweb!