Telkom fails to provide service contracted

On 16/1/21 I bought a Huawei mobile WiFi and a 10Gb day/10Gb night for R139 per month with various T&Cs including early cancellation penalties. Performance was slow but adequate until 28/1/21 when everything froze. The router showed signal and polling but I could not even access WhatsApp or emails. I had my phone connected to the WiFi and the connection kept terminating, saying “no WiFi” I had a very important Zoom meeting late afternoon and half an hour before the meeting I was attempting to get the router going. I turned it off and on again multiple times to no avail. Telkom is happy to cancel the contract providing I pay the cancellation penalty. However, as I have explained to the staff, I am not canceling because I changed my mind but because Telkom is falling to provide the service for which I contracted. I have been into the Blue Route store 3 times and they have allegedly logged calls for the Cancellation department to call me, but no one has contacted me. They have provided me with the link to go online and cancel the correct but again, the cancellation penalty applies. I do not want to pay the penalty when the failure is theirs.