Router installed and still not working after a week

A router was installed by MetroFibre at my place on the 6th of March, it's been now a week and their router is still not working. I have tried communicating with them through phone calls, WhatsApp and emails, but it does not seem they are willing to resolve this issue. I am finally giving up on them and looking for a new fibre service provider. I just wish I had not wasted my time with them because I was warned by neighbours about the poor service from MetroFibre.