Idle Promises

I am pulling my hair out! On the 14th of May my fibre router was installed and the technician told me activation will take a few hours. It's now been over THREE WEEKS? In the meantime I got service requests (Number SR***) that have been lying dormant and nothing been done by. I phoned your fibre department again today and they said they will try their best and see what they can do. But guess what, if I want to cancel because I have not been getting the service I was promised I have to pay penalties? In which world does that make sense?? They were incredibly quick to sign me up and get me into a contract, after that you are on your own and you better pray you actually get what you signed up for.