New line not been connected

I did a transfer of ownership of my previous line and a new install using frogfoot infrastructure. I cannot get the FSAN number as the device is mounted onto the wall. I have sent various emails for a technician to be sent out and I have no response. This is terrible especially for someone that has been working from home. If I cannot get to the fsan number then surely someone can treat this as a new install? Terrible customer experience.