*****ing money and not providing service

I have a Huawei E5331 mobile router. In Woodmead, the Telkom Coverage maps shows coverage for 2G / 3G / LTE, but the router shows "No Service". I have tried logging a fault on the website, with no luck. I walked into a Telkom Shop on 8 Dec 2017, waited for 2.5 hours for someone to tell me they see there is signal in Woodmead (which I already know from the website). I was told by the person that he will look into it and speak to technicians to find out if my router is faulty - to date no response. I am now paying for a service which Telkom says is available, but I cannot use my data.