Account activated but no router 3 weeks later

I had fibre installed through Cell C. The fibre provider installed the line on 31 August 2018. I got an SMS from Cell C saying that my account had been activated on 3 September 2018. Problem is, I still don't have the router that was supposed to be delivered to me as part of the package, and so far, no one can or will tell me when that's supposed to happen. The "support" person that I spoke to on the phone did ask me what error message I receive when I try to connect without the router........ Seriously? I'm wondering what I've gotten myself into.