you've been ripped off. be sure to return it when you get your equipment through the post. so long as youve secure wifi wpa2 you should be good. firewall should be enabled from the go.
your on 20meg so youll be doubled to 60meg if you havent already been doubled. i'd call in to retentions and tell them youve had troubles all of which should of been logged from your previous call. if you havent yet been doubled then tell them your on 20meg soon to be 60meg and to save hassle could you be upgraded early. that should get your a SH sent out. you can also while your on the phone ask for your mobile number to be added onto the order/delivery of new equipment which will see you receive text messages of tracking number and ETA