Internet not being activated.

Ordered Fibre more than a month ago. Had it installed and received the router. It's been a week since and still no internet. Have been calling them everyday and sending emails. No feedback. The one consultant even told me to cancel my order and go to Vox. Quite ridiculous and bad service. Thinking of taking up the offer from the consultant at this point. A family member used Vox and on same day everything was up and running. How can a company treat a paying customer like this?