2 weeks of waiting with no feedback

Cool ideas service is the poorest I have ever experienced in my life... I move in to a new place a 15 days ago on the 3th of dec, The People who stayed here before had fibre. (so the fibre line is already installed ) I then called cool ideas to find out how we can go about them being my ISP, after check the fibre line and provider. They told me all that will need to be done was for the line provider to point the line to their network and deliver the router. after call them (Cool ideas multiple times ) I was told today that the guy who my ticket was assigned too was on leave and that they have assigned my ticket to someone else.... How is that possible??? ( Don't they do handovers? I had to call them to tell me this after 2 weeks of waiting ) Anyway

Like a fool I believed that it was that easy and order my line and even paid the deliver fee for something that I have not received nor have I been contacted to set up a deliver date.

So im asking myself? if they can not even switch on a line that is already installed in the house what type of internet and support will I get with my subscription.