I upgraded my package , cancelled my old one and received a new router

I upgraded my package , cancelled my old one and received a new router. I called support and called about 15 times as i had received the router but had no wi Fi for one week. No one could help me . I was just sent back and forth. The reason for my my high rating is that I managed to get through to a Shantelle Peterson who handled my account with care. She called me on time , kept me updated and managed to get my account activated . Thank you very much Shantelle.