Account Number??

I ordered Telus Internet online last week.  My apartment is already wired for Telus Internet, and I was told I would get “instant activation”.  Well, I’m still sitting here, a week later, having had no contact from Telus with my account number.  Yes, the wifi hub is working fine.  Yes, I have signed up for the app.  But I can’t get anywhere without an account number.  Customer service from Telus online is useless.  How is this instant activation?  I wanted Telus because the service from Shaw is too expensive, but I’m going to cancel my Telus order.  How is no service after a week “instant activation”?