I've looked into your account @johnk28 and I can see that your services are in progress to go live on the 15/02/2017.
This can happen at any point up to midnight, which may indicate why you were advised the 16th just to set your expectations.
Your router was ordered automatically yesterday so you should receive it within the next few days.
This is my personal Community Forum account to help out around these parts while I'm at home. If I'm posting from the 1st March 2020, this means I'm off-duty with no access to internal systems.
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