NO FEEDBACK on returns

I tried to return a product i took out with them on contract. I got a router contract through them and have not been able to connect to the internet on it once. I tried to get a hold of them via their call center to please ask them to come and collect their product as it was still in the 5 day cooling off period. the gentleman who sold the product to me confirmed that i will at least have 3G connection but not LTE which i was fine with and he assured me that i will be able to return the router if i am not satisfied with the connection i have, up to date no one has contacted me to even find out if i am satisfied with their product thus far nor have they returned any of my calls. when you phone their call center they simply refer you to someone else every time and no one actually assists you. Now the 5 day cooling off period has passes and i can no longer return their product without paying it for another 2 years.