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For customers who would like to check the status of their service installation/activation, we have created this community article, which contains a video on How to track your TPG service installation
We also send an email notification once the service is activated. If you have received this email and the service is still not working, we recommend to check if the equipment is properly set up by going to this link : New Connection Setup Help
In your case, since you didn't receive the router that we've sent, the connection can't be activated as your third party router failed to authenticate with the server. The modem has been reshipped and you may use the consignment number that we've provided to track your parcel via Startrack.