New Order confusion

[#1]

Hey,

I am a new customer to plusnet and I am left confused at the progress of my order. The website says my order is being processed but not giving any indication of date. Its been weeks with little communication outside of a letter that basically told me nothing but that I have ordered with plusnet and some basic info on activation. I have been unable to get through to anywhere on phone. I have no idea if its all fine, when my order is or if my order is even being worked on. Can I have some help on this?

[#2]

I'm having a nightmare, I got sent someone else's order yet when I have rang to sort it I'm informed I wont be getting my equipment until its been investigated. I understand that things have to be investigated however I felt like I was being interrogated I have sent numerous picks and evidence still waiting..