Frogfoot Fibre Cable Damaged - No Internet

We have been Fibre clients with Frogfoot as the infrastructure and Mweb as the ISP for a while now. We moved from Despatch, to Port Elizabeth about two weeks ago.

Before we moved, we contacted Mweb and Frogfoot and asked if we can just transfer our Fibre line and arrange for installation asap at the new house so that we have internet when we move in since we also work from home and cant go without internet.

It has been 2 weeks since we moved in, and after multiple cancellations to come and install the fibre line from the existing infrastructure to our home, the maintenance guy doing the installation asks us, do you know that Frogfoot's cable in this complex is damaged??

Apparently we are not the first people that he did the fibre installation for with frogfoot and the others that had it installed had no internet due to Frogfoot knowing their cable is damaged and has done nothing to fix it. He mentioned that Frogfoot knows about this and has done nothing to fix the issue now for months.

While he was at my house, he phone the escalation line for frogfoot again and mentioned to them he phoned several times already and they don't attend to the issue.

I find it absolutely shocking that we first wait so long for installation, secondly, that a maintenance guy is sent to install a line and I am being charge for Fibre, when Frogfoot is aware of this issue??

What world are we living it when you charge someone for something when you know your service is broken? I cant sell someone a broken tv and tell him its working.

I expect Frogfoot to come back to me as I will just reverse the debit order from Mweb and have already informed them to sort this issue out with Frogfoot as they are causing Mweb to lose money and not me.

This is in Port Elizabeth, Glenroy Park, Baltimore Circle (Complex)