Complain about the service

I have upgraded my Fibre line with a router on 06/09/2021, I have been following up to get the Rooter, I have a ref Number 839405,. Until today and various calls and messages I still not received my rooter, every time I phone and they keep on putting in an order and there is not Customer Service - even the Telkom Agent just not even answer the cell phone anymore to assist.