I recently joined Home Connect towards the end of December 2021

I recently joined Home Connect towards the end of December 2021. The fibre was done quick and efficiently but when the router was delivered, there was no connection. Its being over a week and I still dont have internet. A second router was sent due to the first one having a possible malfunction. The second router still gives me the same error and no one can help. I called numerous times and no one seems to know what the problem is. This is really disappointing.