Poor service when moving fibre ONT

Due to building alterations I need to relocate the fibre ONT at home. 7 weeks after logging the request with regular follow the is no service from Ahrihost. Everytime I follow up they apologise and inform me that the have send a message to Openserve. Why don't Afrihost drive the process and provide regular feedback? It is amazing that when you need a fibre line or have a damaged cable they sort it out in a few days.