No clue how to smoothly transfer a service from one property to another

Terrible service, seems like they don't know what to do to transfer a service from one property to another.Spoke to a Tuso in the callcentre, making promises that he will escalate and follow up when my router will be sent to me. He does not even call back.This after they forgot to action the request the previous day when we called and was given advance notice about the move of property so that everything could be arranged.