ONT Router not installed and RSAWeb unresponsive

@RSAWEB fibre ordered 3 weeks ago. Router received and confirmation of installation complete. Where is the ONT router ? 10 Days later and no feedback on this ? COMMON NOW - this lack of customer service is appalling!!! Reference number *** I don’t want to hear your excuse that it’s Vumatel and if it is sort out your internal politics You delivered the router to me which says you are comfortable all is in order which it isn’t