Disappointed in their drop in service levels. Used to b 5 star worthy

I've had a great experience with them up until it came to moving addresses. I understand the delay is on the FNO's side but how can you not credit a client for service they are not receiving? Furthermore, why is there no push from HC to Link Africa? It's been 3 weeks since my request. I haven't used HC's internet since 23rd Feb and was advised that I won't receive credit for days lost. But if I had to activate early, of course I'd have to pay pro-rata. But they can't credit me pro-rata? Very one sided.