0 customer service

I recently subscribed to Home-Connect and paid for for a fibre package. They have not installed nor do they reply to my emails. I am asking myself what is their SLA when it comes to resolving queries or replying to customers emails because its been 5 days since I signed up for this and nothing is happening. I opted for a cancelation, they did not process it and was told they will make a contingency plan but that has not taken place