paying for service i do not recieve

I have complained more than 5 times about slow speed and no service now its been down since 25 desember 2015 they have told me that im marked my query as urgent still no service i want to cancel this service but i guess im going to pay penalty fees <br> My fault but how can i pay for bad service i need action to be taken and my wifi cancelled so i can move over to a new service provider