Unable to access internet connection on the dstv router

On the 6th of March I received my router ever since I have been lodging complains on several occasions regarding the router not being able to connect to the internet, I requested the subscription to be canceled and was told that I have to settle and pay for the cancelation, the following are the dates of my complains:6,7,13,18 of March spoke to the agents on whatsapp On the 13 of March I requested the subscription to be canceled, the agent was rude and I was not happy with customer service I got, I then decided to call the customer service after receiving a call from one of the agents and the last call I made I was Told that the query was escalated to the technicians and will receive feedback back within 24hours, today I logged a query and informed them also that I'm still struggling with the internet connections, I was advised to take my router to the nearest dstv outlet to check if it's not broken and that cancelation is not an option instead if they find that the router is at fault I will be given another router, my concern is will it be fair on me to pay for something that is not working appropriately for 24 months, what about my consumer rights, it feels like I'm being oppressed