Do Not Use Cool Ideas and Vumatel

I am very disappointed with the service I have received from Cool Ideas. I initiated an order for a Fibre line at the beginning of June 2018. On the 27th of June , Vumatel came in to do the installation of the line. During the installation i noticed that the tech pulled out an ONT from a box that said "FAULTY DO NOT USE' on it, but at the time I did not think anything of it. Once the tech was done, he notified me that someone will come over on the 29th of June to do a splice and i will then have connection. Since then I not heard from the tech again and on numerous calls to Vumatel, they were of no help. I then contacted my ISP Cool Ideas for help. After a month had passed, Cool Ideas confirmed that Vumatel had finished the installation correctly and configured the line and that i can try to connect via a router. I called Cool Ideas to help me get connected and i was told that i cannot get connected as there was an issue with the ONT. It is now the 21st of August and i have been given the run around for to long, Cool Ideas have made promises to get Vumatel to come in and rectify the issue but nothing has happened, I have charged by Cool Ideas even when i was notified that billing will only occur once i have connection and in the last three weeks i have sent three requests for cancellation and refund without any feedback and being told that they will sort out the connection instead of listening to me and cancelling as i have requested. If this is the type of service given to customers, then i strongly recommend not getting Fibre from this ISP to everyone considering to do so. It baffles me how when the customer constantly explains that the ONT is faulty and needs to be replaced, having tickets logged and statuses updated at Cool Ideas, each time Vumatel says there is no problem they just say okay and ask me to keep trying to connect. I have now threatened legal action as i can on longer be billed when i do not have connection and cannot get confirmation that the cancellation will be done.