Bad customer service and no internet

Since the 28th of November we've been struggling with getting in touch with the custemer service on Mweb we havent had any internet since the installation ,and they just reinstalled the previous owners broken router ,we payed more than the amount we were supposed to .When my husband got in touch with them 4th December he wanted to cancell but now we have to pay a cancelation fee We never even had wifi to begin with we payed for something we dont have ,the package we've chosen stated that their will be no contract ,but when my husband called they said we had a contract but we never sigbed for anything They wont let us cancel and wont give our money back we didnt recieve any internet or service they told us we should buy a rooter but our package said we get a free to use rooter