No communication, no service

I am having the most frustrating experience, we've moved home, and retained the account. We were told that WA would handle everything, get the fiber activated, and deliver a new router, which still hasn't arrived. I can't get through on the phone, encouraged to use WhatsApp as they will answer within 5 minutes. it takes between 40 min and 1h30 for me to communicate with a human, but then I get bounced from one person to the next. I've been told we didn't order a new router, but we have confirmation via email that our order includes a router. Then when I was told we did order a router, but it's the courier companies fault that it didn't arrive on the 25 May. Then the next person I managed to told me our order has been canceled. I've had no notifications from WA. The only reason we stayed with them for the move was that they assured me they would take care of everything. WA you have a responsibility to your customers. Please consider another provider if you want service.