I waited almost 7 weeks for a query to be resolved with Home-connect which started with them

I waited almost 7 weeks for a query to be resolved with Home-connect which started with them. Installation only happened yesterday 21 June 2021 because of the query that they couldn't sort. Ever since the installation I have received no communication from my ISP and now I have internet with no connection. I called in today, spike to various consultants and 1 technical support consultant and every time I am being told to reboot and I was told that I need to make payment. I am also not sure whether my voucher/payment has been linked/uploaded or not since I made payment on 8May21 and installation only occurred yesterday.