No One Knows What They're Doing!

I am renting from someone in Sky City. I have been on the phone with Surf4Life asking them to register the router since Monday. No one know what they're doing. I've been given the run arounds. Even my landlord tried to call them today and she was told that I should by a router and connect it to the fibre line but if I have issues then they won't be able to troubleshoot and I will need to pay for any repairs (we have a recording of this). I want to know how that agent got to work at Surf4Life to even offer that option to us. There's no sense of urgency as I work from home and poor service from desk support agents. I have lost money this week because no one knows what they're doing. A simple situation has been turned into a nightmare.