Prepaid Hotspot not connecting to SIM card no service

I got one of those project 10 million prepaid hotspots for my kids for school and I received it last Tuesday. Connected my phone to it to make sure it worked everything was working just fine. Last night (Friday) I went to go use it and the service bars are solid red. Wifi is the normal solid white color it is suppose to be and battery light is solid green. The device is fully charged. I've tried to factory reset it turn it off turn it back on connect it to a different device ( laptop/ and an ipad.) I spoke to T- mobile project 10 million customer service and they said I have a ticket open but it will take 3 days for an answer back. I also went to T mobile store and got a new sim card turned it on same issue. They said there isn't anything else they can do for me at the store and that I have to call customer service again. I called them again and they said I have to wait the 3 days for my ticket to resolve or something like that and I should here from them in about 3 days. The message on the devices I try and connect it to says "connected, no internet access" Any help any answers would be appreciated