I have a faulty router and I have being promised a replacement since last week Thursday the 15th of July 2021

I have a faulty router and I have being promised a replacement since last week Thursday the 15th of July 2021. It is the 20th today and still nothing. Numerous calls everyday to follow up and call backs promised and they do not fulfill any of them. Everyday the same story no person has been assigned to allocate the router for delivery. The service is absolutely terrible. No agent can transfer the call to a line manager either for further consultation.