Router Wasn't Ordered

[#1]

Hi
I upgraded to fibre from ADSL on the 8th September online and received the confirmation of the engineers visit for the 24th. I haven't yet received the new router that I paid for so I checked the details online this morning to find that the order for the router hadn't even been placed. It showed that I had requested it and had paid but that was all. I eventually managed to talk to customer support who merely confirmed that the order hadn't been placed and he would do it now. He gave no explanation for what had happened.
My concern is will the router definitely arrive before the engineer's visit?
Regards
Malcolm

[#2]

It should arrive on time unless there is human error in the warehouse when it posted.  But on the 24th be sure you get a modem as well, they have a habit of not telling openreach that fact, as the router you get is not a all in one modem/router just a router

[#3]

The routers are usually ordered by automation around a week before the orders are due to complete.

[#4]

...but it's worth double checking a few days before install as in my case it was ordered but not dispatched and I know of others who that's happened to as well.