Order has been cancelled? What's going on?

[#1]

So my telephone line was activated on the 18th and that same day I received this message
System User - Automated Script Pool
1:06am, Wednesday 18 Nov 2015
There's been a problem progressing your broadband order.
We'll get some more information on the problem and update this ticket with details as soon as we have them.
[internal note]
Order has been cancelled. Please check Install Diary and resubmit order once issue is resolved.
What's going on? I replied back asking for more information and still have not received a reply. Also a engineer was meant to come on the 18 which I paid £50 for but no one came, just an email saying my line is activated. Will this charge be refunded?

[#2]

It looks like our suppliers records hadn't fully updated after the phone was installed so the order failed.
Once our suppliers systems are back up I'll get the order placed for you.

[#3]

Quote from: Matthew

It looks like our suppliers records hadn't fully updated after the phone was installed so the order failed. Once our suppliers systems are back up I'll get the order placed for you.

Hi again, my router still hasnt been dispatched and my internet is meant to get activated on Saturday. I dont see my router getting to me on time...