ONT Box Issues

We recently relocated and there was a Frogfoot ONT box available in the property. We stayed with our previous service provider and Frogfoot advised they share/rent the same line therefore we can stay with our current service provider. We received a new router from our service provider and connected the router to the ONT box. We were advised by our service provider that it will take between 48 and 72 hours and we would be connected. 72 hours past and no internet, I then made contact with our service provider and then they advised Frogfoot will only release the line on the 15th of November. We waited until the 15th and still no service. I made contact again with our service provider and informed them we have no service. Our service provider requested I should check the ONT box and only the power light was on and I have reset the ONT box as per their request. They advised there should be an issue with the ONT box or something to do with the power and only Frogfoot can resolve the matter. Our service provider advised they will log a call so they can reinstall the ONT box. Today is the 10th day since the line was "opened" and I have received no contact from Frogfoot to resolve the the matter. All I received was an sms from our service provider stating Frogfoot will make contact with us to arrange when they will reinstall the ONT box. Guess what still no contact received. I have beem following up each and every single business day with our service provider and they advised they have not received any feedback. Our installment is due in less than a week and we have pay for a service we have not made use of in almost a month. Hence the reason for the complaint for no service and no contact and paying for a service that is not being used.