No transperancy and dissatisfied service pathetic service

I ordered Openserve services from this company and advised which service I wanted as I was given a recommendation by my daughter in law.... These guys gave a metrofibre without advising that the service will need activation fee..... They came to install the box and also delivered the router but I was not aware we needed to activate it as I wasn't told anything suddenly now that I want to cancel coz the service is not working they telling me of a cancelation fee of R2000 how do I pay for something I have not utilized I feel this is unfair because it wasn't explained to me how the service works ND now they want this amount of money I'm really disappointed in their service