Connection of new fiber taking forever

I ordered fiber for my new complex in 7 November 2019, router was delivered 11 November. No communication after that, i followed up on 5 December and they promised to send a technician to connect. On Friday i received a bill for pro-rata and i only paid it on 10 since i thought they needed payment before finalizing everything. Called in today and they told me my line is activated and hence they billed me. Its my first time working with Axxess and i am not impressed .The telephone lines keeps you on hold forever and they respond to emails after 10 days.