UNIT FAULTY - NO RESPONSE FROM NETSTAR

My early warning unit was installed on the 13th October. Since then I have tested the panic but on 4 occassions, Tuesday 14th October, tested it twice and received no callback. Wednesday 15th October, received a call after 15 minutes of pushing the button and I then advised the agent thaqt there seems to be an issue, she told me to try the next day again and was told it's possibly because the unit is new. 16th October, received a call 20minutes later and the agent said she would escalate for this to be investigated. I am still waiting for contact from Netstar to get this issue resolved. No one has contacted me from the escalated department. I tested the panic button today, again, at 7:16, no callback has been received. I will not be being the prorata amount for the month of October, because this unit is NOT WORKING. I checked the app during the course of the week and despite being home, the app confirmed that the vehicle was at the office park. I already regret this contract with Netstar.