Bad bad bad

I wish i could select no stars. Got my router tried to set it up. No sercice this is day 3 and still no internet. This was their reply and since then nothing

Apologies for the delays caused in this regard.The sim card number has been escalated as it has not been properly configured .We do apologize for the inconveniences caused

So now i ask you is this fair to pay for services you cant use? This matter is realy a problem for me