No urgency, no feedback, no customer service

I have been trying to get home connect to sort out my internet for a month. The whole of February 2025 I have had no service, however I had been charged for the entire month. I contact the call centre daily but no one is ever able to assist me. I get informed that I will be contacted but no one calls back or they call back at the least convenient time. I reach out daily and get advised that someone from the technical team will be in contact to assist. I have enquired about cancelling this “lack of service” and was informed that I would be charged a cancellation fee. How am I being charged for a service fee when I have no services? And I am now obligated to fulfill a contract that is not benefiting me in any way?