Horrible service

Horrible service. Vumatel seems to be unable to do anything for customers and expects customers to do all the calling, follow ups and resolve their problems. We moved into a complex where there is already a fibre line installed by a previous renter in the unit. On 2 November 2020 we requested from an ISP to have internet activated at the unit but almost 2 months later and countless calls and mails nothing happened and the excuse was that they kept mailing Vumatel and was waiting for a response. After calling Vumatel to find out what the problem is they said that no order was placed with them at my address. We then decided to rather use a different ISP that was recommended by Vumatel. On 17 December 2020 we called Cool Ideas and all seemed good. We registered on the website and paid for the router that is supposed to be sent to us. By the way I'm still waiting for it. And down hill all the way from there. Multiple calls and emails later we find out today 19 January 2021 that Cool Ideas can not place an order from Vumatel for the line as there is another active line at my address. I called Vumatel and was told they can't do anything for me and I need to work through my ISP. Cool Ideas simply say they can't do anything unless the existing line is canceled. Bunch of calls and mails later I was told the previous renter needs to call Vumatel and cancel even after I got a cancelation letter from the previous tenant. We were forced to contact the previous renter and have them call Vumatel to confirm the cancelation. Still, we don't know why this is such an issue and no one can help us. How is it our problem to contact previous renters? Who is going to reimburse me for the airtime and data used in order to contact all parties without any resolutions. We have supp**** all the proof that we are living at this address and that we do not have a current ISP. How can Vumatel not supply a service with all the proof and make it the problem of the customer to resolve their issue? I don't care about who has a line on the property. I am the one who has proof I am living at the address so give me the service I requested and paid for. Is there any way of getting this sorted out and to stop the back and forth mails and calls between Cool Ideas, Vumatel and the customer? Or will the response again be that Cool Ideas and Vumatel will mail each other and maybe after another 2 weeks I call and we repeat this entire process?