Metro Fibre and MWEB not releasing my fiber line.

We bought a place which still has a active fiber line from the previous tenants, an early release ticket was logged Monday, but still my fiber line is off. Ive been phoning MWEB and the infra provider Metro Fibre to get my fibre line released. They keep saying I need to speak to the other guy which is telling me they are not speaking to each other, we have been without wifi for a week which we pay for, as we need it to work from home. Currently without the wifi it is costing us so much money for data its not even funny.