I received DSTV router friday 2024-02-16 but there is no internet

I received DSTV router friday 2024-02-16 but there is no internet. I don't need this router anymore. No one wants to help me. I'm not enjoying my benefits as promised. If I did not pay my premium, I could have been blocked fast. But now it's me asking for help.. just an internet connection takes more than 2-3 weeks..yet not winning. I want to cancel the deal and they are telling me about supplements of R1170 and R180 cancelation fee as if I'm using the router, and i decided to change my mind on the deal. If it was working, I wouldn't think of canceling it. I don't want to pay for something that is not benefiting me and my family.