Inability to have an issue relating to fibre activation addressed

We have moved house and we’re unable to reconnect our fibre as the previous tenant still had an active contract. We are now attempting to reconnect our service and have been on hold with MWeb for over an hour and a half. Every time we get through to a consultant they listen to the issue, place is on hold and we are then placed back in the main queue after which a different consultant answers the call.

This is ridiculous. Never mind costly. How can a company like have such shocking customer service?