I notified metrofibre a week in advance of my move to new place and completed a change of address form

I notified metrofibre a week in advance of my move to new place and completed a change of address form. When I did not hear from them I phoned and a consultant told me I can do it myself. I told her I'm visually impaired so she said they will send a technician. He came on Thursday and said I'll be connected within an hour up until today I'm still nor connected and can't work. Also it means I'll be paying for wifi I'm not supp**** with. When I phone metrofibre again it seems my matter can't be resolved