Paying for something I still haven't received.

Unfortunately, the first monthly installment for my MWEB account has gone off, but I still haven't received everything I was supposed to receive to have working internet. I have phoned MWEB on numerous occasions where I was/am hoping to talk to an agent that can explain the process of why I am paying for something I still haven't received in its entirety. All I get is "Please wait for the next available operator", which never happens. As for selling a "CONNECTION/CONNECTING" service, I feel very disconnected from what I am paying MWEB for at the moment.