Cannot be trusted

After having paid a pro-rata rate for my internet connection to which I was told is active. I was send my router which should behave been plugged in and working but it didn't I spent a good 30 minutes on hold while waiting for an agent to answer and I have spoken to about 5 different angents via WhatsApp who all basically take me through basic trouble shooting and end the conversation without the problem being resolved. Now I am being told that the problem is a faulty Lan Cable which I got new from the box with their router and I am supposed to replace.