Bad and unreliable service

I have ordered a Wi-Fi rooter on the 5.01.2018 and received the package on the 9th of January. All the instructions was followed on how to activate the service. But with no luck. The call centre is only open from 8am till 5pm (Monday to Friday). They got a sms line if you send "help" 32541 - you lucky if someone calls you immediately sometimes you wait 5hours plus before somone calls you... Then nothing gets done only empty promises.

First they blame the courier company RAM for not sending them the documentation to activate the sim card. I phoned RAM. Michael told me they must check their system the proof of address and I copy was loaded. I phoned on Friday spoke to Larry he was supposed to find out how long it will take to connect the device after all the documents was reveiced - Larry went missing. On the package it say 30min till 48hours waiting time you have to wait for connectivity. It is now Sunday (14.01.2018) and still no connectivity. Yesterday I spoke to a Ryan he ask me if I have send a copy of my ID i told him no one informed me I then send it to ********** while he was on the line he said he will call mr back to confirm (only promise that happend in 10mins) he promissed me that it will be connected in a few hours but latest Sunday morning. Round about 11pm I have send another sms an agent phonend me back and informed me that the technicians is not working on weekends I told him I really want to cancel this internet package he told me I will then be liable for a R1000.00 payment.

I then again send a sms after 8am (Sunday) an agent called me back I ask to speak to Ryan the agent said Ryan will give me a call back in 10min. It before 12noon I have send another sms and still no call received. Each agent got a different story. They will require full payment end of January but why must I pay if I received such BAD service?