I don't receive a new rooter

Dear O2 team, 

I got a contract switch from my previous tenant. O2 said I will get a new rooter and my previous tenant has to receive her old rooter. 

However, it has been 2 month and I still have not receive my new rooter. I am still paying the O2 DSL monthly fee. 

Can you help to send me a new rooter? My contract number is DE16775492. 

Thanks.