NBN Installation asap

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Level 1a

Hello.  Over two weeks ago, I received a new AC1600 Wireless dual modem router.  After numerous attempts of talking to customer service on chat (for two weeks)- I was told that I would receive a phone call for NBN installation because we do not have an NBN connection nor do we have a phone wall socket in our new apartment.  We cannot finish the installation.  We have not received a call to help us schedule the installation.  We are now working from home and need the internet asap.  Please call asap.  If we cannot continue installation, I would need to be credited with the installation fee and cancel my service. Thank you.