No customer service

During August 2019. I submitted an order for fibre installation at my property. On 23 January 2020, the technician came to my property and informed me that Frogfoot failed to install a connection point at my property and that he will advise Afrihost and Frogfoot to install the connection point. Eversince, I have been trying to contact Afrihost to get an update on the installation. The Fibre management department ignores my e-mails. The company CEO (Gian) merely refers the e-mails to the Fibre Management Department, who again ignores both the CEO and myself. It seems Afrihost is unable to provide me with fibre. On 10 February 2020, I requested a cancellation of the contract (the contract is not yet active) because of the failure by Afrihost to provide the service. Now, it appears that I can't cancel the contract. So. I am stuck. Afrihost can't provide the service,nor can they cancel the contract. Strangely enough, other service providers already promised to resolve the connection problem. Why can't Afrihost do the same?