Frustrating service

Its been 5 days since I app**** for fibre. I had a line already installed. My previous service provider had already released the line. All Home-connect had to do was take over the line and provide me with connectivity, which they have not been able to do. They were very speedy in sending me my router and credentials. But all of that is useless without any internet access. It is very frustrating that home-connect cannot get something so simple right.