Poor service

I have requested for a router from them. I communicated with the company and they advised me of their process.. I then asked if they have coverage in the area where I live and this was done even before I made any payment required..

I was advised that there is coverage after providing my address. I then proceeded to make the payment... then I was advised a router will be sent and upon receiving the router then installation will be made

I received a router on the 8th. Now when I request installation I am told that my address is not reflecting on billing and this will take 3 weeks to solve

How is it that I am now told that my address doesn't reflect when I asked before making any payments about address and coverage