VERY DISAPPOINTED

I have had my router for a little over a year and never had connection issues, since the start of this year its been an issue for me, 3days ago my router completely stopped working in addition to not getting connection and not being able to make use of it, ive called and was told that i will receive a call within 24hours- its been 3days.. I've told them about my router not switching on at all and was told that they will look into it and refund me, i havent received feedback since then.. I am very disappointed, i am paying for something i cant even make use of and my payment date is the 1st which is soon, I've tried cancelling my subscription but its not allowing me to cancel