Down since purchase

Purchased uncapped 5G, received it. Card was activated, but device 5G light not on. We have about 5 towers in proximity one being 250m away. I have four reference numbers: ***8, ***0, ***7, ***3. Been told different stories: Sim card not on network, towers are down… Escalating the problem, but NO ANSWERS How often are the towers down? My child needs to go online lectures, and we have no help.