Telkom don't want to activate router

I received my cordless router and sim card from Telkom about October – November 2019. The router up to date is not activated and when I call Telkom they tell me it’s no on their system and that’s why they cant help me. I also went to the Secunda Telkom Branch and they said I have to open a new contract so that I can get a new router and sim then it will work. I think this really bad of Telkom sending out routers to their clients and don’t want to activate it.