Unhappy customer 😑

I've placed a order with Mweb so mweb sended me a email that my fiber is active so I said but I didn't get a free router yet, so one of the agents said that I never selected the free router when I placed the order , I've been phoning whole day on Friday so I don't know what to do, because I need to work from home but the line for customer service is so bad so I don't know how will i get my free router and I don't know how will I work because I don't have router but the fiber is active I can't be paying for something that i don't have yet so please what can I do