Shocking and clueless support

I ordered a sim from This company on Thursday 28th January, it was delivered on Monday 1st February at around 13:30. On Tuesday the 2nd I tried to get it working in a router and it was clearly not activated - I can see the Rain towers, but can’t connect. First of all their site says activation (when bought directly), takes about 2 hours. I raised a support ticket online and NOTHING HEARD apart from an acknowledgement and ticket number. I called and was then told it takes up to 24 hours, so I waited. 24 hours came and went, so I raised another ticket, never had that one resolved either. Today, after 48 hours, I called again - was put on hold and then the call was dropped, but the customer service rep did say systems were offline since Monday, but was going to get my sim activated and I should hold! After a few more hours I sent another support request via the website- the usual acknowledgment email and nothing more received!!! Disgustingly poor service, even if the systems were down, they knew my email address and one would have thought at the very least they could have communicated the status to me and all the other folks waiting to use the service they have pre paid??