Fibre package not yet activated

So on 16 February 2018, I app**** for a 25/25 activate fibre package with Home Connect, which they approved on the same day.

Three days later, 19 Feb, I was told that it would take 2-4 weeks for them to connect me if it was a live area, which it is.

On 20 Feb, I get an email saying that MetroFibre advised them that my home does not have a termination point (TP) as per their system, which is weird because I was sure I had one on my wall installed by MetroFibre in 2015.

Home Connect told me that I would need to be bumped to another, more expensive package which would cover the installation of the TP.

I sent them a picture of the TP on my wall but there was no comment from them about this. On 7 March, Home Connect asked me to check if the TP box has a MetroFibre logo on it as per MetroFibre’s instruction. There was none. But I told Home Connect that MetroFibre and the Body Corporate of the complex confirmed that I have a MetroFibre TP in the house.

To this day, I haven’t received a reply until today.

The point is, I’m in the fourth week of waiting and I still haven’t received any indication of this matter being solved, nor have I had any indication of whether they are going to set up the connection in the next few days. It is frustrating.

I have heard many good things about Home-Connect before, some having said they are reliable and efficient. However, I am considering cancelling my application if I don’t hear from them in the coming week.