MWEB.co.za – Ineffective service, and support

I ordered, and have already paid a months subscription for lte. However, once I installed the router it was found that the signal is not sufficient in the estate I live in. I have been trying to cancel my subscription since monday. I have made contact now with your online help service on: monday / wednesday / and again this morning. Even though I have a reference number, the service still has not being cancelled! All I keep getting told is that a retention agent will contact me - well I am still waiting for that since monday.