Unimpressive service

[#1]

I ordered fibre broadband on 23.12, was told the earliest I could have it activated was 11.1. It still isn't connected. Because I'm at work, chatting to someone at the online help desk would be best but it's never working. I was assured yesterday on the phone I would be online by midnight last night but I'm not. Why does it take so long?

[#2]

Hi there,
Sorry to see we've not been able to deliver your services on the dates we'd hoped to.
I can see the reason for this is a delay to the phone order, I've checked this on our suppliers systems and see that the issue should be resolved on 20/1/16 so the order is set to progress following that.

[#3]

Hi Adam, thanks for your reply. Unfortunately it is now 22nd at the earliest that i will be able to use broadband.
How do i go about cancelling my order, and will I get a refund for the router I paid for but cannot use?
Thanks
Natalie