Zero service and installation!!!

Absolutely zero accountability, I app**** for a fibre line on 22 June 2020, I received the router a week later today is 2 weeks later an I cannot find anyone at Afrihost that can tell me when installation of the Vumatel line will take place? This house has fiber but does NOT have the white box to connect to. I cannot get anyone that can help, Afrihost says someone will call, BUT no one calls, when I call technical they tell me they called but no one answered?????? My phone is with me all the time! NO one calls ever. I need assistance.