Frogg foot fibre

I have been without fibre now for almost 8 weeks , they keep saying there is no line , they come and install a new line which is going to cost us more money even though there was a line here before with the modem, which they replaced with a massive one, and still not fibre as there is still no line, please tell me what are they looking for and in the mean time it’s costing us out of pocket money to keep buying bundles of data . I am now really finished!!!!