Mweb and metro fibre bad service

I am currently frustrated because I phoned mweb regarding internet connection on the new router which was delivered yesterday. I call 3 times and the call was getting cut and no one bothered to phone me back,and only on the third attempt I was assisted. Mweb said the problem is with metro fibre, they have to configure the device or send the technician to fix it but when I spoke to the fibre guys they said on their side everything is OK. Who is supposed to assist because I still don't have internet access.

The globe light on the router is red and we tried fixing it manually but it is still not working.