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Unable to activate new fetch box

How do I get my new fetch box to activate. Every phone call and message to Optus I get the run around and no one can assist. I've spent hours on calls with no assistance. This has been going on for the last 2 weeks.
1.)I have returned/posted my old fetch box and been given a code to activate new one but can't
2.)My new fetch box won't accept the activation code given for the box.
4.) Can't reset an activation code to box on my account as fetch is not on my account.
5.)there is nothing in my orders someone please help !
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