TERRIBLE CUSTOMER SERVICE

I placed an order for a new Fiber line, router included, and ordered plus paid for an extra UPS on July 14th. To date, I have not heard anything about when I can expect my router. I have reached out to the support team multiple times, where I am told that a ticket is being issued to resolve the issue and nothing happens from there. I would also just like to mention why I am so furious about this ridiculous customer service is because I have a 1Gig line with them, paying a lot of money each month only for support to tell me that they cannot trace me in the back end. Nor can they trace my order. I have an active internet connection and logging into the customer portal I can see payments being allocated so who is not doing their job? Where is my order? Should I change service provider? THIS IS UNACCEPTABLE!