Communication from Fibre line activation is very bad

This is a very sad review as I do like them as ISP especially their technical support as they are always quick and efficient. Other than that their activation department never responds to emails. I am doing this review on behalf of my parents as they are old so also assisting them to get their internet up and running. They need their internet activated as my dad works from home. I have emailed them the ONT SN to ask for activation of the line as everything is ready and set up to go. The line is open so all I need is for it to switch on. But no communication, no help, everyone tells me to mail fibre orders, the tell me to phone and then on the phone they tell me to mail again. Whatsapp line is of no help as well. How hard could it be to switch my internet on?