Non existence of service

I app**** for fibre in February and "their contractor" Frogfoot only came to install 2 weeks ago, this was after I contacted another service provider (which also uses Frogfoot) . Homeconnect did not even update me on anything for the past 4 months so I thought Frogfoot came because of the service provider I contacted in May. I did not receive the router that was suppose be sent me so I don't have the router but now I am being billed for services I'm not using. I can't get hold of home-connect, when you call you wait for the next available agent until the call cut off and they have a call back option when lines are busy but they don't even call back, they are not even responding to my queries on their emails or digital platform. Imagine if one can't get hold of them for installation issues what would happen when the services are down?