Welcome to the community!
I am sorry to know that you're having connection issue with your service at the moment. I was able to locate your account using your community details and ran initial tests. Test result shows your service is not connected to our Network.
Please confirm if the modem/router is currently on. If modem/router's Internet Light is not turning on or flashing it means modem/router's settings is incorrect.
We did an article that will guide you setup your modem/router available here How to set up your TP-Link VR1600v modem
Let me know how it will go.
I can see that you have been in contact with one of our Technicians and advised that your modem/router has confirmed faulty; they arranged a modem/router that will be shipped today. Further details will be provided via SMS or Phone.
Let me know should you require further assistance.