Fiber Installation

I have been using Afrihost for years with no issues hence when I moved house tried to add a new fiber account with them. I ordered on the 27th of December, received the modem on the 3rd of January but its been over 2 weeks since the order and no installation. Every time I tried to follow up with the contact center WhatsApp line, they keep telling me there is nothing they can do. So now sitting with a useless modem but no installion