Sim Card Rica Process and no response for support

I ordered a router from rain on Tuesday , I received it on Wednesday before 11am. I sent a request to support asking if my Sim card is active, I received a response saying that I should wait for the SMS or email confirming that my Sim card has been Rica'd and it would take 1 to 24 hours to be active, On Thursday afternoon when 24 hours had passed I asked if the Sim Card had been Rica'd I didn't receive any response. On Friday I sent another request and I didn't receive a response either. My only concern is that how can a service provide who provides essential services not have a telephonic system that their employees can use while working wherever they are working during this lock down? I just wanted a simple yes or no answer and why it took longer than expected to Rica the Sim card. I haven't started using the services and I am very disappointed.