Problem with Brodband EE

Hi,we choose for our new home EE broadband. We make a request to activate our connection on 13th November and they told us that they will activate our line on 30th of November. We recive the router and we plug in on 30th. We didn't have a connection from the beginning and we call them. We follow them in every step and finally we still didn't have connection. We think that maybe the problem is in the line or something it broke and we ask to come here. We still didn't have anything and we are tired. We feel like isolate and we didn't recive any help. We need internet ASAP and we didn't know what we can do. Please give us some help for the issue.
Thanks

Is the telephone line able to make and receive phone calls?
Have you had broadband running on this line before?
Was it a fibre service or an ADSL2+ service you ordered?

Hi, we buy a telephone to check this. We connect the phone but it is mute. We make a call from our mobile phone, the line rings but the phone doesn't ring. We are new tenants but we are sure that before they had a connection. We order a ADSL. Thanks for your help

Did you order JUST ADSL, or was it a phone and broadband package?

If you pick up the phone and dial 17070 is the circuit number what you expect it to be?

Sounds like the EE phone and broadband order has not been done yet.

It was a package with ADSL and call during the weekend. When we called the E E and they told us that the line is activated. We change a setting router options and nothing happened. We don't know what we can do. The phone is mute and there isn't any noise.

So after you unplugged all the ADSL hardware and filters and tried just the phone into the test socket and its still dead what was the EE response.

If line has definitely being activated then they need to raise a fault so an engineer can attend to resolve it

Is your phone plugged into the correct phone point? You may have more than one.

We put in the main one of BT. We try to connect to both that we have and nothing.

Are you sure there isn't another one hidden?

I have three lines into my house but only one is "live".

Yes, 100%. Finally an engineer will come tomorrow and I hope that everything will be fine.