Dstv internet not active

My sis bought dstv internet, it came with an MTN Sim. As per the manual, as soon as u insert the Sim and follow the guide, the internet has to be active, none of that happened with us , we enquired with both dstv and MTN, Mtn doesn't have my sisters ID as their contract holder, it also appears that this service is not activated. Why would DSTV provide us with an internet service that is not activated? Their customer service line is trash.