never had service but expected to pay

I signed-up for fiber and all was connected and router delivered but never worked No one can assist with connection and yet am told that I have to pay regardless otherwise my account will be cancelled and I will have to pay R999. Why should I pay if I don’t have internet and the technicians can’t resolve the issue? Calls can’t be made I can only talk to WebAfrica on WhatsApp!! Basically it’s day light *******. It’s been more than 4 days after router delivery and no internet.