Shocking and appalling service from MWeb

Appalling service! I am a new first time customer wanting Fibre &wifi. Was given options and decided on one. Was told that I get free installation and free router which will delivered within 7 to 14 working days. They cut it very fine by delivering the router to me on 13th working day. I was at work and not at home but a friend signed for it. Installation is now left up to me! That is probably why it is free!!!! I followed the instructions and was told to enter an IP address into a browser to get to the next step. I did this and the browser warned me that the site was unsafe and could not go further. I have hung onto the phone today for over an hour and when it got to me being number 6 in the queue, the line went dead. I am now having on again and am number 14 in the queue and so far been on the line for over 20 minutes. I tried live chat as well, no joy there either. I asked to get the free installation and was told that I gave not been charged for installation. I have e no wifi yet MWeb have very, very quickly debited my account. So they have their money, but bi do not have wifi!!!!!! I would like the free installation I was promised as well as to speak with ahuman on the telephone and when I am at home.