Bad service paying for nothing

Ref: ********** I have request to change my product to fibre on the 16th of July 2018, after many attempts it was only locked on the 20th of Aug 2018, In the meantime I have moved address therefor the fibre should have been activated by 1 Sept but is not and now I am paying for a service that I dont use as the `ADS line was suppose to be canceled by the end of Aug 2018, have phone yesterday but with no success at all. When will my fibre be connected? as the one person said 2 weeks and the other said 4 weeks, if this is the case and it will take longer will I need to pay another month for a service I dont get? this is really terrible service.. Will this be sorted or do I need to find myself another service provider? PS and the online service never works when I want to chat live