Why can't I be activated?

Possibly being daft, but I've been waiting 5 months for internet after moving into a new build, and after having the Hyperoptic engineer finally finish our installation yesterday (all green lights on the Hyperoptic ONT box), I'm still not given the option to activate my service.

Tried contacting support via ticket/twitter/phone, the latter of which they told me twice to "just be patient" (again, 5 months), and other attempts so far no reply.

Has anyone else experienced this when they joined? Is there any steps between installation being finished and activation that I'm unaware of? u/HyperopticCS can you help?