Bad service delivery

I have LTE router with mwebi have moved town from one town to another the first of December, I have called in to update usage address. My router has been locked ever since, I have called in numerous time and I have been told it has been unlocked, every time I call I am told my account is soft locked and they will unlock it I should wait for an hour, since December until it has never worked and I have been paying... I'm getting no help from at all no solution and I have logged a query online they do not respond at all.