Airtel — upgradation to 4g - regarding

Address:

Madurai, Tamil Nadu, 625020

I'm arul, an airtel prepaid customer since more than 12 years. I recently upgraded my old 2g mobile to a new moto e4 4g handsett gifted to me by a friend who purchased it from u. S. A. Initially my 2g sim was not recognized & i was getting the error "sim card is not from verizon wireless". Though i had few troubles in recognition of my 2g sim i successfully overcame by altering the settings myself. I was able to make calls & receive incoming calls.

In the meantime as per the advice of a specialist from airtel customer care i got a 4g sim from an airtel showroom nearby. I sent an sms indicating the new sim no.in the format recommended to 121. I also subsequently confirmed the request by sending '1' as the sms to '121'. This happened on feb 23rd night around 11 pm. Next day morning around 6:30 pm as they told me my previous/existing sim got disconnected. I entered the new 4g sim at 6:40 am. As per their promise, in 4 hrs the new sim (With same mobile no.) should have been activated within 10:40 am. It's 12:40 pm now but still not yet activated. Sent my concern via e-mail care. Still no reply... Hence i was forced to resort to raising the issue in this forum. Hope its resolved asap with a reason & apology for the delay.