Terrible rain service

I called rain to upgrade my package to 5G,i paid R479,my packaged arrived on Saturday with the simcard and the 5g router. I unboxed it and plugged it in. It wasn't working at all i moved it all around the house searching for the best connection as per their advice but no luck. I then sent an email to customer care and almost immediately they rep**** with a phone call and the agent was Khwezi. She asked for the my N number and then she checked in the system and said they had skipped a step in activating my simcard that's why it's not working, she then said it would take 2hrs to fix the issue and after that i would be able to connect. It's been 48hrs i am without internet they are not even responding to my emails.