Being billed but nothing installed - cancel or refund please

We signed up for fibre to the home on 19 December 2022. We had to continuously call the call centre and at times waiting up to two hours to be assisted, only to say they have escalated. Eventually we received an email to say the installation was successful and billing will begin, but there was nobody at our house to install anything. We then called again, waited 2 hours again, then they arranged to dispatch a router. What am I going to do with a router but no CPE/ONT box installed?? It seems like they are working backwards. This morning we received an invoice to pay, but we have no fibre! How can I pay for a service I don't have? This has, by far, been the worst onboarding experience I've had! Looks like it's pay first, then deliver router, then someone to come and install the fibre box.