Delayed Gateway Shipping

I originally confirmed service on 10/20 for a planned 11/1 service start date. On 11/1, the gateway had still not shipped. I called customer service and they said something had been messed up in the shipping process and the order was never processed. On 11/1, a customer service agent re-processed the order and informed me that I would receive my gateway on 11/3 and that he had processed the order with expedited shipping. I received confirmation from Fedex that my shipping label had been created as of 6:46 AM on 11/3 but I have not received any further updates on the shipping status since then. Please advise as I am struggling to understand why the original order was not processed timely and why customer service provided a mislead statement about the delivery of my gateway. This is directly impacting my ability to WFH as a full remote worker.