DSTV internet terrible service and useless router

As a loyal DSTV subscriber for the past 20 years, I have always trusted the company’s services, but my recent experience has left me extremely frustrated and concerned.

In August, I app**** for the DSTV internet service to be added to my current Premium package, opting for the 400GB plan. After receiving the router, I followed the setup instructions, but it did not work at all. This initiated my first call to your call center, which lasted 47 minutes. The representative insisted that I change the password, but as I explained, I was unable to log in to even access the password.

After multiple calls, I was eventually informed that the issue was due to the router being incorrectly RICA’d, which I struggle to understand since DSTV was responsible for the RICA process, and my address, which has remained unchanged for 17 years, is already on file. I personally took the router to a DSTV service center in town, where the RICA issue was supposedly rectified, and I was assured the router would work within 24 hours. Unfortunately, after 24, 48, and even 100 hours, the router is still non-functional.

I have called DSTV multiple times since then, requesting that the router either be collected and the service canceled, or replaced, but nothing has been done.

At this point, I cannot in good faith recommend DSTV internet to anyone. Am I now expected to pay for a piece of equipment that has never worked properly?