Unappy with Axxess network/connection

I have bought a new 60 gig sim card and they delivered it on time. I connected for 15 minutes only since i have the sim card. The sim was disconnected and i was not aware up until i want to continue with my online studies. The instruction on the manual to connect to the net/create a profile is not clear as i expected. Logged a ticket and they don't respond. I have cancelled my Cell C Lte data sim thinking they are better only to find out i messed up. I am expecting a quick response since i am not aware whats the issue with the sim. Tried using it on both moderms and it fails to connect to the data. Please advise.