Account Issues

Hello.

I recently joined Virgin. I never received an account number and my router was meant to be delivered 11 days ago. 
Support is unable to find my account, however sales were able to find it and said the previous tenant has an active order at the apartment. How can this be resolved, support are such a pain to go through each time as they can’t comprehend the situation.

Do I just go to a different provider at this point?