Mweb Fibre order: almost 3 months and no service !!!

I ordered Mweb Fibre on the 28th of July 2019, nearly 3 months later I am still not connected, even though the fibre box has been in my home since I moved in. The call center agents after numerous calls assured me that all is needed is the router to plug into the fibre box and the connection to be switched on. Why would it take nearly 3 months to deliver and install a router for a service that is already in my home ?