upgrade wi fi

I keep contacting MEO to get a new upgraded wi fi box to fibre gateway.. They tell me it is possible for 4.99 euro a month extra, and they order it for us. Then they tell us that we will hear from an engineer to come and install it, however, no engineer ever contacts us. We have been trying since October and I have telephoned 4 times, holding on the phone for over 1 hour. Can anyone help_