No WIFI connection since 01 December 2022 , refusing to cancel order

I requested LTE Router that was delivered on 29th November 2022. Since 01 December 2022 I have not had any wifi connection. Apon wanting to cancel the order, they are requesting me to pay for a service never received. Their call centre is pathetic, being transferred from department to department and getting to a consultant that is unable to help you cancel a service. When i requested to speak to manager no one was available. BAD BAD Service will never use MWEB again