Poor Service for a new customer

I signed up as a new customer and got sent sms that my like was active and got my login details , however no one ever came out to my house to install the fire box and router. Logged queries via the app but no one gets back to you , its like to sending mennsages into the abbys. Called them and only got gold if someone after an hour who said they logged an escalation, but still I don't know ifthis was ever done as no contacted me 48 hours later, which in itself is a long waiting time to get an answer.