No service and rude customer support

First of all, I got a faulty router so I can't use my new internet service. Now I'm getting this rude customer support. I am a new customer and this is giving a very bad impression.

1. I phoned yesterday and got a ticket number with no email confirmation. 2. I phoned again this morning and was told I have the wrong ticket number. I got a new ticket number and was told I would receive an email and sms. 3. After I waited 30 minutes for that I phone again and got a rude guy, who told me that they're not a fire department who can just drop everything and respond immediately. He was also rude when I asked what his name was and the whole conversation, really. He acted like I'm in the wrong.

Please train your staff in customer support, because you are very very bad at it.