Rounder Störung Berlin

Hallo O2,
My router O2 homebox 6441 has not work for almost a week! Only 2 lights are on: power and wlan, I already tired everything I can, reset and so on but it’s still not working. I believe it’s something wrong with my router.
I would like to know when could I receive a new router, the same problem happened in April, I called the hotline and I was told O2 will send me new one, but I got nothing until now, and my router is broke again!