Poor service on DSTV internet

I've subscribed to the DSTV compact internet bundle but haven't been able to use the internet because the router is giving me a no sim card inserted error message which I've raised with the Multichoice choice by telephone email and DSTV online chat platform since last week but even today no one has come back to me with an outcome. All I need is for them to come fetch this router and give me a working router because they've sent me an SMS confirming that my service is active but the router won't read the sim card. This is disappointing and frustrating because now I am the one running after them yet they will expect full payment of this bundle. I'm truly not happy with their poor service