Online router service pathetic

I ordered a router, which I paid for in advance from MTN, it was delivered on Wednesday. Upon delivery, they requested for ID copy and proof of residence to RICA the SIM card, but even now, after almost 48 hours my son is still not working, I have no access to the internet. I called MTN about 7 times but I'm sent from pillar to post and getting a lot of excuses. The one advisor will tell something different from the other.

I have another router which was supposed to be cancelled as it is a month to month contract, when I went to cancel it, I was told it will take about 7 days or more where as the person on the phone told me it's immediate. What kind of service is this.