Upgrade order issues

Hi, I signed up to an offer I had on my account to add Mega TV to my broadband package. Signed up on 30 November online and had all the pre contract info and the order confirmation.  I still have not received my TV box or had any confirmation of the delivery or any way of tracking it as it doesn't appear on My virgin app or online.  I've chatted with customer services twice, one who said I needed to wait but would be done soon as he couldn't see anything as was done online ( understand this is what happens if not ordered through phone) the second person on 12 December confirmed it was being processed and said should all be completed by 15th December, and I should get emails and details to track delivery of the TV box. Still haven't had anything and have no way of tracking it, can anyone help? Any help appreciated, thank you