new install but no connection

hi a few months back i order the vroom 1gig package for my business and was approved the connection the following day, however after waiting a very long time I did not hear anything so i called customer services and was passed around like a yoyo having to re explain myself over and over to anyone who picked up the phone, one lady answered and laughed said we still love you and then put me back on hold, i was very confused as I was just wanting an update to my order because i didnt not hear anything for weeks. i do not have a customer number yet and this was asked many times during all the converstations ive had. it turns out virgin media was selling me a package they currently couldnt give as my street is not connected so i had to wait longer for the works to be completed, during this time the communication i got from virgin media was somewhat inadequate but i rest assured knowing it would be done at "some" point so i waited and waited and waited. 3 months later they finally come to install the line in the path and a week later the engineers came to install it from the street to my apartment, no problems here i was really looking forward to getting connected. i was told via email that my install date will be 05/06/2025 but they came early to my surprise 02/06/2025 slightly annoying because i booked the whole afternoon off work but because they rescheduled me and didnt let me know, i was not at the apartment so my partner dealt with the installation, however on returning home to inspect my new connection i am greeted with no connection at all. the engineers who came to install the connection didnt not allow time for the glue to set on the outside wall and has left a mess over everything and is coming away from the wall and im sure with a bit of bad weather the cable will be out. the engineer has written down the IP range, netmask, gateway and dns address but my router was not allowing any devices to connect to access the admin interface so i was forced to do a power off and restart, but this did not work so i did a factory reset with the pin, i was however then able to access to settings from 192.168.0.1. when browsing through the page i have noticed that modem mode is not visable anywhere, and after some researching i have found that this router does not include this, so that for a start is a big issue for me, the second issue i am having is absolutely no internet at all, what am i supposed to do with this information written on the box left by the engineer? i have called virgin customer service and explained my situation but i still have absolutely no idea whats going on or what they plan to do. i couldnt understand the worker she made no sense to me i was left with a cold line and after a minute i hung up. i am left in the dark after months of waiting for this and wish i had not ever made the order! i never recieved my customer number or account number, the only emails ive had over the 3 months are related to the install and from what i can see so far thats gone down really well. i dont know if anyone can help me but im really sick of calling them only to be thrown round in a loop. thanks