Cannot pay for services not rendered

I placed an order on the 27 July and 28 Vumatel Technicians arrived at my place for installation only to find that the area is not Fibre active and it doesn't even have any existing port with cables and they didn't install it because of that. So I have been trying to get hold of their support team with no luck and i send them email to notify them but to date they have not yet responded back to my email for clarification and im afraid they gonna needs me to pay cancelation fee even if im not the one at fault. I wish i known how poor service provider is before i could plance an order. I can't be able to pay for service that was not rendered due to their lack of infrastructure