I wonder why what is wrong

We ordered the promotion Ultra fast subscription which was advertised as buy one and get one for free The simcards and routers were delivered, but only one SIM card is working We called the first time and they were telling us to change positions and it obviously didn't connect We called again the other lady said most if the simcards have different times to connect . That we must wait the next day which will be after 24 hours . And it still didn't connect So we spoke to another lady who told us that they will do a sim swap and we will receive after 3 days After 3 days we called again and they said the sims was not done . That and the new lady did the sim swap on Thursday . The new SIM card got delivered today And it's been over 2 hours and it's still not working So it has already been over a week now and only one is working