Device not working

I sent an email to Rain on the 21/03/2023 reference number was sent which is ***. I was advised that i will be contacted shortly, but still to date no response. I then called again Spoke to Thumeka on the 23rd of March she advised that she will also escalate nothing happened. My issue is that, i cannot switch on the Wi-Fi that i received 2 weeks ago. I'm unable to access my TV as it's my only way to watch. I'm so dissapointed at the service received. I don't understand cause R525 was deducted same day i received the Wi-Fi. Now i need to understand why am i liable to Pay the full amount wherelse I'm not using their services. I need to be put on Prorata and cancel the service i will go apply with Telkom or another network. Please help as I'm really desperate and sad.