Unacceptable service

I waiting past the specified turn around time and I had to follow up in order to get a respond to my problem. When they finally respond, it’s a mere repetition of the website steps. This obviously offers no assistance and they proceed to close the matter. It’s been 2 weeks and I’m still not connected but I have paid for a service. In an attempt to cancel, I am told I will still be charged another month. For what exactly? This is unacceptable