Live Chat is Dead Chat!

I went onto your "live chat" platform this morning to find out when my router would be delivered, since my fibre was connected on Monday and since then there has been a profound silence. Your agent, Stanton F, disappeared for more than an hour, then I received this:--

Stanton Fillies: Hi Mark Widdicombe, it seems there hasn't been communication between you and our agent for some time. This chat will now be closed. If you'd still like to speak to an agent, please start a new chat session.The new agent will have a copy of your last conversation.

Your service is atrocious; you clearly have no respect for your customers or their time. Call me and ANSWER MY QUESTION!