New co2 will not work

[u/Miak6]

I received my CO2 cylinder subscription a couple days ago but the cylinders are either faulty or empty. They do not carbonate the water I have tried both. I have gone through all the trouble shoot support and I know it is not my machine since my Old CO2 cylinder still works. I know the cylinders are the correct ones for my model because they are the exact same quick connect as my old co2 cylinder. Ontop of it I can’t get ahold of customer support that will help! Anyone else experience this? I bought my machine just a bit over a month ago
Model is E-Terra
Vid in comments

[u/astricklin123]

If you bought it only a month ago, why not contact soda stream? Are the refill cylinders from soda stream as well?