Appalling customer service

I purchased Rain’s 4G unlimited plan, which consists of only a 4G sim that you have to install into your own wireless 4G router. Unfortunately my router settings were incorrect, and after several attempts to get support from rain, I have given up as nobody assisted in setting up my router. I have now purchased the 5G plan, which comes with a router, directly from rain.... guess what! I received the router yesterday and my sim is still not activated. Poor customer service, appalling