Herotel......don't ask for help at home

I was the first customer of Breede , the forerunner of Herotel. I have had no problem with Herotel until I asked for help and someone to check my router. I kept getting computer generated messages saying I will be assisted but there was an app that may help. I down loaded the app which requires a code. I asked Herotel for the code and got the same computer generated letter say help was coming but there was this wonderful app. I again wrote saying I needed a call out and would pay. All this over the last week, and more nonsense, and nothing happens. I now wish to cancel and go to a company that will help me.