Rain is nonsensical service as always

Two weeks later having reported a faulty router no one has bothered to call or collect and replace the router till date. Rain expects me to pay full installments for 2 routers yet one wasn't working for 2 weeks. I requested for 1 router to be cancelled and till date nothing has been done. Currently have no internet as I refuse to pay double installment. Have called rain several times over the passed 2 weeks but they could'nt be bothered to deliver a service. Rain please advise if I should cancel the service or What