Bad and unprofessional service

Good day. I took out a contract with home cloud solutions for a wifi router. I am experiencing problems with the router since last week Monday 2017-10-09. There is no service at all. I have been struggling to connect since last week and i spoke to two agents since then and both promised to come back to me because there is a problem with my sim. The last person i spoke to was Jared which was on 2017-10-16 and he also promised to come back to me.

I would like to know if I can terminate this contract with them and deal directly with telkom because it is a telkom simcard and the account is also not in my name.

Do these people know what they are doing or are they getting paid for doing nothing.??