Missed Appointments & Install issues

I applied for an internet connection over a month ago, they sent the router via canada post, after a week the router was not there, although it was supposed to arrive within 1-3 days, I called telus, they said they had problems with delivery and asked me to wait, After another 2 weeks the router still hadn't arrived, I called back again, and this time they said that the router had been delivered, but we hadn't picked it up, so they took it back, although during those 3 weeks I checked the mail every time at lunch and in the evening, and we have such a mail system in the building that I would have known about my package. Then I was offered to resend the router, but was told that to do this I had to recreate our account, and was assured that the fee would be the same, the plan would stay the same (and the plan was gigabit for 70 dollars a month) and I agreed. The account was reconnected, but they said that there are some problems with the shipment, so we may have to call an employee to connect, who will bring the router and install it, I agreed and was told that they will call me back within one - two days and clarify all the details. In the end, no one called me back, I myself called a week later because I received a notice of payment of the bill for the first month, while the Internet in the house as was not and is not, I told about this problem and I canceled the bill and called an employee for today. He came and installed the modem and now I finally saw that the plan was not the same but 250 mbps for a much higher fee. This is absolute disrespect and unresponsiveness to the customer.