Are all accounts restricted at the moment?

I was trying to get internet for my household and something went wrong. The website said I paid the small percentage of the total bill for the month and mentioned that the rest of the bill will automatically be paid when everything is installed. I went to find the information so I could get ready for the WiFi stuff got here, but the website said I don’t have the credentials to do anything. There’s no number to call, and the 24/7 assistants doesn’t help at all. I actually need the WiFi and still have no actual information on what exactly is going on.
If anyone knows what I can do, please let me know.