No internet access on fibre line

I signed up for Afrihost's fibre line over a week ago. They immediately charged my account for delivery of a router which arrived 24 hours after they said it would. Upon arrival, there was (and still is) no internet access. I used their whatsapp chat service, email and called (was placed on hold for 20 minutes and never spoke to anyone). The whatsapp service agent gave me a reference for line provisioning done by purple forest and said I could follow up but NO ONE from Afrihost has assisted me. I am being charged for a service I don't even have. Don't waste your time with this pathetic service provider.