Poor customer service and no resoonse on open tickets

My issue started with a technical failure. My Wi-Fi was not broadcasting and I had no internet service. I contacted MWeb and was asked to troubleshoot. I followed all the troubleshooting steps provided, but the issue was not resolved and I still had no Wi-Fi. I was then advised that a technician would be sent out. This never happened. I waited for assistance while being without internet for approximately 15 to 20 days. During this time, no technician arrived and no one followed up with me. I repeatedly tried to get help, but struggled to get through, emails were not responded to, and when I did speak to agents, the experience was frustrating and unprofessional. Because I had been without service for so long, I eventually contacted MWeb again to cancel the service. Only at this point did I manage to reach Retention. During this call, I was informed of a cancellation penalty that had never been explained to me before and which I do not agree with, given that I had been without service and waiting for support. The Retention agent advised that someone would call me back. This never happened. Instead, I later received a call from a technician, almost 20 days after the issue was first reported, at a time when the matter had already moved to cancellation. This made no sense and showed a lack of coordination between departments. To date, I have still not received proper communication from Retention, no clear confirmation of my cancellation, and no resolution to the billing on my account. I should not be billed or penalised after being left without internet and without support for such a long period. This entire experience has been exhausting and unacceptable.