I've just been helping a mate with a move and trying to get him re-connected at his new place but I'm struggling badly.

Anyone from VF here that can help? I spoke to someone Monday to order a 4g Router, but when it didn't arrive on Thursday/Friday spoke to someone again who had no record of the contact. They were supposed to email a confirmation of the router order as well as some mobile plan changes but nothing has eventuated. He's now been without internet for over a week and all the CSR seems to be interested in is working out why the Monday order didn't eventuate rather than simply sending him a modem as requested.