Terrible Service and lack of customer satisfaction

App**** for an upgraded fibre line. Received the correspondence to apply for a new router. I did so, only to find out i had to pay for it. This is not what the email said. Also used large amounts of airtime as i was held on the line in excess of 30min at a time. So who is liable for all the airtime i wasted. Pathetic service and even worse customer relations.