Router delivery later than activation?

[#1]

My fibre account went "live" last Friday but as of today (the following Tuesday) the new router hasn't arrived?  Is it normal for the router to be this late & what is the best way to contact them please?  I guess I'm being charged for speeds I can't access because of this?

[#2]

I do apologise for any confusion here. However your fibre order has not actually completed yet, I've sent confirmation of the expected order completion date via your account for you.

I've checked your invoice and we haven't charged anything for fibre yet and as it currently stands, your account still shows an ADSL package.