Let's move forward, this is urgent, can you help me or can't you!

They are very courteous on whats App but the communication is not clear. I have been trying to process an application for Fiber which I explained was very Urgent since Friday and I still haven't been able to finalise my order. I was was asked to find out something and wether a Premise Creation is possible which I did and got back to them yet still I wait for this to get finalised. As I say I did get a call at one point from one of the technicians so I thought the matter had been allocated to him yet it doesn't seem so and I also went on to the website and requested a call back but no one got back to me!!!