Online router contract

Hi I bought vodacom router online since it was on promotion and it was delivered on the 6th June 2024 perfect then I opened it read Instructions then I followed them only to find that the sim doesn't connect I contacted customer care I spoke to Amahle she advised me to put the sim on the phone and take it out after 1hr 30min and put it back to router,after that time I did but still no luck,I then waited for 24hrs to activate which was on the 7th but still no luck I contacted *** online sales explained my frustration, they suggested I go to nearest vodacom store, On the 8th I went to vodacom heidelberg mall got technician by the name of Thapelo he said I must do sim swap at the cost of R63 yhoooo why must I pay whereas it's new contract and whatever difficulties I m encountering it's not my fault???when I ask Thapelo why must I pay he told me that vodacom online and in-store don't work together how possible is that because at the end they are all vodacom and me as the customer why must I be caught in between their online and in store problems,So far still the router it's not working or connected I m asking for help urgently or they can take their router back cancel the contract and also asking for my R63 please,I m very upset and dissatisfied