Received my 5G router 1st week of November

Received my 5G router 1st week of November. Made several calls literally every night with not much help until 2 weeks later where I was told it's not set because I still owe from old 4G which I have paid this morning. I made a call to ask them to have my 5G finally working since I paid. I was then asked to hold for 2 mins which ended to be 10mins until I put phone down. Nobody has called me back