DSTV INTERNET NOT WORKING

Wifi router connected without internet. I called the call Centre about 5 times and they keep on telling me that they are not able to transfer me to the fibre department. They will however send them a request to call me. Its 6 days now and I haven't heard anything from them. The call centre also gave me a email address. I've sent 2 emails but there's no response. I asked the lady if I want to cancel, she said that I can only cancel in May as my subscription only expires then. This is day light *******. How can you pay for a service that not working. Account is merged with my Dstv subscription, so I am forced to pay for both. So I am now forced to pay for non existent internet, and yes they are very much aware of this.