The Wi-Fi is connected yet no internet I have never used it, tried to log a call multiple times yet nothing was done and am expected to pay for something that isn’t working

The Wi-Fi is connected yet no internet I have never used it, tried to log a call multiple times yet nothing was done and am expected to pay for something that isn’t working. It really a bad service I don’t want anything to do with it they should cancel and come get their useless router they don’t take customers serious