Plug but can’t play

Rain sent me a new 5G router that was supposed to be plug-and-play on the 24th Feb. Lo and behold, I plugged but still can’t play. It’s been 4days now without internet and because they deactivated the old sim card, I’m left without internet while they escalate the issue. Worst part is “as per policy, the resolution turn around cannot be confirmed” so who knows when I’ll have connectivity!