New contract no tv box and shoddy remote

I renewed my contract and when i rang to ask about it was told because my tv box was old and my remote was falling apart think its over 10 yrs old that i would get new upgrade for fast speed and replacement. But when i ordered online i recieved just the router box and no replacement for the tivo or hand control. Ive been waiting weeks to see if they would turn up but no. Still recording and playing back skips constanly and pixilates on and off. I would think that when someone promises something they would honour it. Disapointed is a understatement paying all this money for a substandard service.