Damn fibre services

I am annoyed to say the least. Paid for fibre services and I've been waiting for a week. Someone who previously resided where I do now installed a year ago and left their router. Upon payment vuma just decided to reconnect a router that doesn't even work because they picked it up at that address. How does that even work? How do you reconnect services I never even enquired for before? Literally my first time using the service????? At this point I want my money back! I've called a dozen times for their technicians to come but my complaint falls to deaf ears. They claim they have been calling numerous times when they hang up within 2 seconds of ringing