NO CONNECTIVITY

I cancelled on Thursday 31/03/2022 the 5G sim on on Thursday 31/03/2022 because the network was fine when I was at work but didn't connect when I was at home, the consultant called me on Friday to confirm the cancellation and advised that I can go ahead an order the 4G sim and the courier will come and collect the router. I ordered the 4G on Thursday and it came today at 11AM, I waited for 2hrs for the activation and nothing, I called after 2hrs and was advised I needed to waite 24hrs for the activation My worry is that on your site it doesn't say anything about waiting 24hrs and also why is the 5G sim still showing as active on my profile when you said it was cancelled and even collected the router today ?