Selldirect - Telkom upgrade (Problems)

I was called by Selldirect and assisted to upgrade my data contract. I received the package on the 23 October 2017. I opened the package and tested the router with one of my other data sim cards and I found that it was defective. I received a call from Mish at Selldirect who informed me that I must call telkom because there is an order on my account. I also mentioned to her the problem with the router. I called 180 only to find out that it was the order that Selldirect had placed for the upgrade. I mentioned this to her and she assured me that the sim will be activated. Up till today, the sim has not been activated. I even tried activating it via telkom. The call centre numbers of selldirect just ring and when you choose any option, it rings and cuts off. I have tried numerous times. I am now sitting with a router that is defective and a sim that is not activated. Please assist in providing a solution to my problem. I should have rather went into a telkom shop to upgrade, it would have been quicker and hassle free.