POOR SERVICE MWEB

The service from MWEB is absolutely **********. Firstly you wait for more than 15 minutes to speak to someone, then when you do actually speak to a consultant you get passed around from one department to the next. I had initially requested and signed up for a fibre deal with MWEB. After telling the sales advisor that I have a fibre connection in my home they send me a LTE router that serves no purpose at all as the router does not have a fibre port. I called and reported this and was told that my existing line needs to be cancelled and a new activation was required, because it was after hours the technical consultant advised that he would call me the next day, surprise, surprise I got no call the next day or the day after nor any other day. I then called to cancel my subscription in its entirety and was told that a ticket is logged and that I would get confirmation of my cancellation in 72 hours. Bear in mind all this time i have had no service from MWEB only a router that serves no purpose. I then got an email from MWEB advising that I have to pay a R1275 cancellation fee. For what exactly as no service was provided at all, all promises that were made was not kept, I have been without service for more than 2 weeks. MWEB please advise on what the reason is for the cancellation fee as you have not provided any service at all. If you would like me to return the router I will gladly do so but I refuse to pay a cancellation fee for something that I did not use.