AT&T Internet Customer Service Has Poor Follow-Through

I have the Internet Fiber 2000 plan. I've chatted and called AT&T on 3 different occasions and my problem was never resolved. The reps told us they were sending out a new router twice already. I have the order numbers and when I check them online, they do not exist. I am trying to chat right now but the access isn't available (just buffering and saying "loading"). I have normally had fantastic interactions with AT&T, but this has been ridiculous and I just need a new router so that I can do my job (I am a licensed telehealth therapist and my clients are being affected). What is the best thing for me to do at this point?