Waiting for Metrofibre router to no avail

As of the 1 February 2023, My package for fibre was increased from 500 Mbps to 1000 Mbps with that, a new router was to be supp****. I received an email 15th of March from ONT@metrofibre stating that I will be contacted by one of their contractors to schedule a date for installation and they stated that their turn around time is 5-7 business days. i have not heard from anyone since despite my repeated calls and emails that the phone number they have is wrong. I've been calling and emailing Metrofibre daily since the 25th of March to no avail. Can someone please assist.

My Metrofibre Account Number: THE144 My ID Number: *** My mobile number is ***