Extremely poor service

Just over three weeks ago I logged a request advising Mweb I will be moving and would like to remain with them, requesting they set up the fibre connection at the new unit . Three weeks later , my new premises still does not have any fibre installation . After countless calls , being transferred from one department to the next , Mweb has supposedly escalated the requested . There is no sense of understanding or urgency of my request by the Mweb consultants , each of them advising something different after I follow up . I have laid a formal complaint but have also not heard back from the complaints department . This level of service is pathetic .