Order Status

I placed an order to change my TV and Internet plan, which requires a new X1 box and remote.  I recieved the confirmation email for my order on 11/4/20, but have not heard anything else on shipping, tracking, updates to this order.  I have been charged for the change, but without the equipment I am unable to use this new service.  Can someone please help?  I cannot find order in my account online, nor a useful phone #, email, etc.

Thank you!