TERRIBLE SERVICE

Its been nearly a month now since I requested a relocation for my Fibre line, after a consultant gave me the wrong turnaround time I was put on a priority list for the relocation, the technician finally came out to install the line, but I did not receive a new router this is now 2 weeks since the technician came and im still waiting for my router so I can use my internet. I've been without my service for a month now and im still being charged for a service that I did not make use of. A consultant told me today she will follow up, once again no response from anybody. She advised that i can be credited for the month I had no use of the service as your system shows that I don't have any access. This is truly frustrating. Can someone please get back to me and how we can find a solution to this never ending issue!