Being charged for a service i dont have

So i am being charged for a service i do not have. This was from but no one came to install the internet. I am not being debited for a service i do not have I contacted support and am being told i need to pay arrears before this can be cancelled

How do i pay arrears for a service i never used. No technician came to the premises for any installation.

Can i please have this cancelled as i no longer require it