No resolution in sight

I have been trying to get frog foot to come to my home since April. Every time a log a ticket I get a 7 digit ref no from MWEB. When I follow up after a few days they tell me the ticket is closed as frogfoot says the fibre is working. I have attached photos and explained numerous times that the problem is loose wiring. when I message frogfoot they want a 6 digits ref no. When I ask mweb they say they only have a 7 digit no. Not getting anywhere and soon that loose wire is going to mean no more wifi...