I have had no connectivity since 11th August and raised a ticket on the 12th

I have had no connectivity since 11th August and raised a ticket on the 12th. It still hasn’t been resolved until today. I keep getting tossed between Home Connect and Vumatel. I am always asked the same question about the Vumatel box every time I call which I have continued to explain that I do not have one in my apartment as my estate has them outside. I keep getting asked to reset my Homeconnect router countless times and it doesn’t work. I would like to be refunded my subscription as I did not receive service for almost 2 weeks and would like to move to another service provider.