no service at telcom

I have a contract with telcom for WIFI and the router is not working.I kept trying to pull out the batry and restarting it but still no luck , Eventually I had to drive to the CBD only to find they were closed since it was a Saturday I then drove to Gate way because it was 2 months paying for a service which i was not using.when I got there they tried to help me it worked but I told them it works for 10 minuetes and then stops so I went around the mall after 10 minuets it stopped working and I went back .This happened 4 times I kept going back to show them it stopped working.they eventually said I must phone the call center which I did on the 14.1.2019 I was given a reference and told turn around time is 72 hours ..after 5 days i called to follow up and i was told they cant help me because the people in the back office deal with queries and the only way they ca get ahold of them is by logging a case . and if they log another case it will remove my first one and send it to the back of the Que..now I am stuck paying for a servise that I am not using and I dont knw if my query will ever get attended to.