How many emails does it take to fix internet or to get proper feedback?

My experience started 2 months ago when I decided to get a WIFI router at my flat. I've been trying to communicate with them for this time with absolutely (no coherent feedback), that it is not picking up any signal. I have been sent the same email a few times where they ask me to restart/reset with absolute lack of follow up. The lack of communication goes on. But this has just been such an exhausting experience. I've been advised that they will refund me for the month that I have not been able to use internet, however this has not happened and I'm continually have to follow up.

This has been one of the worst customer service experiences that I've had and (taking the advice of some Facebook comments) I want to quit as soon as possible, however they don't even get back to me on that.

Sincerely, A VERY disappointed future ex-customer.