They need to call routing and records as it sounds like it has not been activated .For some uknown reason they can not check it properly or they can not be botherd.The wil want to sent a tech out but all the tech will do is ring up R&R to find out its not been put on correctley .I get a no. of faults on telephone quite a lot whic all i have to do is call
Give them a call and say it has not been done yet i bet any money they will send a tech out