Wasting my time

We purchased the 5G WIFI router and sim card and were advised that we need to wait 24hrs for it to activate we have waited 48hrs and still we have no connection each time we call into the call centre they tell us someone will call us in 2hrs but in the mean time we just need to wait for a connection . This is frustrating because we do pay an upfront fee and also this is supposed to be effortless connection. We have literally moved this router thing all over the house and still no connection . We do the same troubleshooting every time and nobody seems to get that there troubleshooting is not working