SIM ACTIVATION

I ordered a wifi modem online with telkom. They had deducted the money from my account before receiving my modem and when i did receive it i inserted the sim and tried to set it up tio use it and it says \ No service"I called Tekom and the lady told me i need to go through to technical services as i couldnt issue her with a cell number as i dont have the cell numebr for this sim . then the next consultant tells me he cant help me i need to go in to a Telkom shop to activate it as they need to RICA my sim before it starts working. i then called a telkom shop to find out if this is what i need to do and the lady said no it was done online so i cant activate it by coming in to RICA as it was already RICA on the system. So now my question is How do i get my deivce to work as im paying for something that no one seems to know how to assit me with activating the sim card to make my Data avilable for Wifi??"""