RAIN101 SUPPORT???

SUPPORT ARE A USELESS AS A PAIR OF TRACK PANTS WITHOUT ELASTIC! I bought a Rain 101 modem and signed up for their service. The router worked well but suddenly it stopped working. I called support, they apologized, arranged for a swap, like for like. However when the driver arrived he wanted to give me a dated router with a sim. I refused and after much debate I got a new 101 router. Have made several calls to them, they have activated the sim that I don't have but the new router......not connected! I just wonder what type of commication happens if any?????