Cancellation of a contract

I took a contract with Telkom 28/05/2020 on their online store. Wifi router was delivered on the 11th and has never worked. Called 081180 from the 12th June 2020, getting someone who is willing to assist, it is an impossible task on its own spoke to almost 20 agents and still my issue was still not resolved. I decided to visit their Keywest store for help on the 13 June 2020 and still no help. I requested cancellation of the subscription as i was still within cooling off period while i was at the store. i followed up my request on the 16th and the cancellation was not done, the issue was escalated to the call center manager of which he provided me with the case number for cancellation. I still do not have confirmation that it was been cancelled and no one has been sent to collect the wifi router. The service provided by Telkom is extremely bad I have now send lodged a formal complaint with Ombudsman’s office