Terrible Serivice from Afrihost fibre

I app**** for Afrihost fibre, the installation was done but the Wifi router given to me was faulty, they then sent a courier to come collect it and said theyll come up with a soultion. Its now more than a week and they still cant come up with a solution, I have an active fibre line which i cant connect to and im being told ill be charge if I cancel. So theyll basically charge me to cancel a service that im not even getting