Bought a new router and it hasn't arrived

I bought the Gig1 Fibre Broadband and have been waiting for the router to arrive. 

The order date was for the 6th of March and I took a holiday from work so I could get my package and install it. It never showed up and I haven't heard a thing from VirginMedia, no welcome email or anything so I could set up my account and find out what's going on. I've spent hours on the "Live chat" that isn't actually live talking to bots on a loop. I got 1 real human from the 2 days I've tried to make contact and they had no idea what they were talking about. I keep being asked to share my account number, though I don't have an account number because I haven't got a welcome email! 

I'm thinking about just cancelling my contract before it even gets here if this is the type of trouble I'm getting from the very start.