Failer to update information

Useless service provider this ones. My router got damaged by the lighting on the 5th, reported they came on the 7th and told me it will us the same device name and password. Only to be told they did not update the serial number and the ussue will be resolved latest 11th March. The whole week without internet I have paid for and the calls and extra data to contact them without help is costing me. I'm convinced they dnt know what they doing. Worst service ever.