No router received

I recently opted for an upgrade on my rain account to rain one with the hopes of making use of the new look router. Rain promptly responded to my upgrade request and the order was dispatched, however they only issued me with SIM cards and getting hold of the rain team is difficult with calls not being answered and I am left with empty promises from an AI bot that someone would call me. Rain network I would like my upgraded router please else kindly collect your SIM cards and I’ll cancel the upgrade.