BAD SERVICE!!!!

My son Keighlyn Neff ordered rain wifi which was delivered on the 23rd January 2025. The wifi was for work purposes..Keighlyn called rain support telling them that the two sim cards don't work and the wifi is buffering all the time. We requested calls from rain we only received reference numbers which I can provide. They never called. I have canceled the service with immediate effect today,now they want to do test service because we canceling the service. Which bothers me why now all of a sudden. The call center agent says we should pay the full amount...The router is off we don't use the service. Why should we pay for service we don't receive? Is rain a ****? Yes I are liable for the two weeks service that's all.