Bad fibre service!

25/05/2022 I ordered fibre. A router was delivered to me a week later, turns out it was the incorrect router. I then called the installation queries department and was told my order was cancelled and I should place a new order. I did that only to be told it was declined because my first order is active. Almost 7 weeks without internet, I have a brand new sealed router which they aren’t even bothered about. I was told yesterday the matter would be escalated and they would call me back. Totally unacceptable!