Terrible service from FrogFoot Fibre

I emailed the Sales/Enquiries contact on the webpage to find out if a fibre line can be split between two properties at the same address (I live in the flat at the bottom of a large house). The owner of the house has sold the property to an overseas buyer who will only be in South Africa a few months of the year and does not wish to keep the fibre contract. I work from home and need the fibre. I emailed FrogFoot on 13/09 with a follow up email on 14/09. No response. I sent another email today 20/09 (one week later) and received an automated response saying my ticket has been resolved. Shocking service from a company that has the monopoly on the fibre in the area.