What's the problem,I don't get it?

A month ago I contacted Telkom, I wanted to upgrade from mobile to fibre, first it was a huge battle , I was told I'm not allowed to upgrade even though I've been a paying customer for a few years, eventually they decided I can upgrade, I went through the whole process and gave the information required I was told my fibre order had been placed, 8 days later on the 22nd of April they deliver the new router, then after not hearing anything for about a week I called in, they then advised the matter will be escalated, then after not hearing anything again I called in again the same thing,the matter will be escalated. So today the 7th of may I call in again,yep you guessed it I haven't heard anything, but today I am told someone cancelled my order but they don't know why and that this ussually happens when the can't find the address( um halooo they delivered the router almost a month ago, they have the address!!) So again I get told today that it will be escalated and the order Will be reopened, but wait there's more..... Of course it will take some more time..... I'm confused , does Telkom actually want to retain customers and grow? Can someone please resolve this matter it's not that difficult,let me explain. Customer places order, router gets delivered, installation takes place, wala!