Failed installation that is being billed

Blinking broadband light for life... Ive had a faulty installation for more than 2 months now with Frogfoot Infrastructure and Axxess ISP, and after calling a few times, the support has only come through once and told me that the outside cable needs to be installed, since then i havent heard a word. the ISP is charging me for a non active connection... How is this even possible?

I need answers.