New mobile product doesn't work

I have visited 5 stores this week, phoned your call centre multiple times, my LTE smarthome sim still doesn't work. Your call centre staff and store staff don't know how your product works, all tell me it works yet when we actually test it it doesn't to their surprise. I did find 1 helpful staff member, he was the technician at your Canal Walk branch. He confirmed what I had told all your other staff, my sim does have the internet apn service loaded, he lodged a query with your networking team and said it takes at most 24 hours. 48 hours later it still hasn't been done. A call to your call centre assures me everything is working, I went through all the usual nonsense of resetting and reinserting the sim etc with them to the point where they gave up. I have tried calling your Canal Walk branch, but as with every single branch, it goes to voicemail everytime. Please have someone who actually understands your systems contact me as it is now 7 days and I can't speak to another under trained staff memeber.