I had requested an upgrade to rain one, I initially got a quick response from the agent but now the router has arrived but I don’t have internet access

I had requested an upgrade to rain one, I initially got a quick response from the agent but now the router has arrived but I don’t have internet access. I am trying to reach out to them but there is no response to get assistance. I have them a good review too soon as now I am not getting assistance to get internet access.