Furious customer

I'm very angry with what multchoice dstv is doing to me.I am their paying customer for more than 10 yrs but what I'm getting from them is nothing but bad service always. I was introduced to dstv internet by one of their call center agents and everything went very well.their router was delivered to me.the problem is that I'm being forced to pay for internet that I haven't used.after receiving thier router I only connected for a week but after that I have been calling for their assistance as it showed that there was no data or connection. How do I pay for something that I haven't used?