CANCELLATION OF CONTRACT: CABLES ******

I had Wifi installed, in less than 2 weeks it was down. After many calls and frustrations and another 2 weeks i could established that the cables was ****** and it would not be replaced... this was end November. The Customer Care consultant advised that i cancel the contract which I did and end of January the deducted the "contract cancellation fees" from my bank account. Trying to tell them it was not me that breach the contract it impossible. I receive many yes many emails to say the request was been attended to but nothing further happens. It seem they are stuck on ONE sentence but it does not solve the problem.