Hathway / Gujarat Telelink [GTPL] — Free dual-band router promised by employee on condition of advanced renewal not installed and misbehaviour by the same employee.

Address:

GTPL Hathway Ltd Corporate Office Opp. Armieda, Off Pakwan Cross Roads, Sindhu Bhavan Road, Bodakdev, Ahmedabad - 380059

Complaining here because GTPL hasn't resolved the issue even after two weeks of mail correspondence.

We have been facing slow and unstable internet connection for the last few months, even though we had subscribed to a 1 year 100mbps plan. For the same, we complained at gtpl customer care and a technician was sent. After inspection, he advised upgrading to a dual-band router for strong and stable internet speeds, without giving any sufficient reason. He gave the contact number of a gtpl employee for further communication about router installation.
The employee said that there's a new month-end scheme through which if you pay in advance for the next plan by end of Aug, you can get a free dual band router installed within the next 2 days.
Our previous plan ended on Sept. 10th.
We paid in advance for our next plan of 9 months on 31st Aug, thinking that we'll get a free dual band router installed. After that, I tried to contact the employee but he didn't respond and even cut the call a few times until on the 2nd when I contacted him through another number and person. When the other person asked about his lack of response he said that he was in the hospital. Then when asked why he responded this time he angrily and rudely told to put the phone down.

A technician came 1 day later to address the issue and he verified that speed is not stable. Then he contacted the technical head to know what's the course of action for free dual band router installation. He was informed that in order to authorize the installation, a ticket needs to be generated by the same employee against whom we raised the complaint. And we were told that we would have to contact the said employee in order to get the ticket generated. Why the hell would we contact him when he was not responding earlier and also talked rudely?
I've been asked to send snapshots of the speed two times already, and I've sent them too. But other than that, they've just produced mechanical and vague replies whenever I urged them to fix the problem.

Is this the way gtpl values its customers?
We need strict action against the employee and want a dual-band router installed if that's what's necessary to return internet speeds to normal as per our plan, but without any cost, as we were promised.