placed a broadband order 5th dec - no router, online chat says a problem

[#1]

i placed an order for broadband & phone on 5th december, had numerous calls emails & texts saying were committed to going live on 21 december, paid 1 months upfront already, ive not received my router yet so did an online chat to be told there was a problem with my order & ive got to call a number when their lines are open, only im at work & unable to use my phone.  When i click on text it says ive no orders!  all my sons christmas presents are all based on needing wifi - i have plusnet mobiles & keep adding on data to mine & sons & its costing me a fortune - itll have ruined his xmas gifts as he will be unable to use them!!  im going to try call when open but does it look like ill not be live friday in time for xmas?  im so upset! 

[#2]

Hi @hstephuk,

I'm very sorry that you've not received your router and that you have been advised that there is a problem with your order. I've had a look into this now. As my response contains account specific information, I have attached this to a ticket on your account which you can view here.