Hoe hard is it to get fibre installed?!!

I have recieved the most shocking service from Cool Ideas. We have been trying for over a month to get fibre installed and nothing seems to be happening. When we contact Cool Ideas they tell us that the will speak to Open Serve as they do the installation. I have contacted Open Serve in desparation and they tell me to speak to Cool Ideas. All I want is for someone to do their job, take some responsibility and get this done. Is that so much to ask for! I am told they have a process that must be followed. Surely when a customer is not being helped you need to go outside these proceeses and get the job done.