DSTV internet VERY DISSAPOINTING

Since May 2022 i had queried the router which didnt work properly, they failed to transfer data from one router to the other, The router was collected now on the 12.10.2022. Every month from them i should contact DSTV to reversef the money so that my viewing can be restored. I am told that there is disconnection fee which i dont understand why should i pay that as they failed techinically to solve my problem. Even now my viewing is stoped. i have send more than 100 emails to date but evertime i call i should be asked how can we assist you. I paid for the service which i receive but im disconnected from viewing.