Fibre order mistakenly canceled by Telkom but the router was delivered

I ordered a telkom Fibre early July 2023 and the router was delivered on the 8th of August 2023. I've been calling to check on the status and they've telling me to wait for a call from the technician who will come connect everything. Today when I called to follow up they are telling me my order was canceled and there's no reason for the cancelation. They're telling me to start the process from scratch, and I think that will be unfair on my since I've already waited for more than a month and I believe it's the mistake on their side that the order was canceled