Move taking forever

I recently moved from one premises to another in the same complex and requested a line move. Send an email to the moving department just to wait 4 days for a reply. I responded immediately just to again receive a response 7 days later. It came to my attention that the previous owner never cancelled their fibre and I received an email stating that I have 2 choices. Previous owner must cancel or I can order a new line, so I opted for the latter. This morning I received a message stating that the new order was completed. So I followed the instructions as per email received to plug my router I brought from the all premises into the fibre and cpe box at the new house as stated by the support agent on the email. Just to realise nothing is working. Now I had to spend 20mins on the line to try and figure out what is happening. Just to be told that the previous owner must cancel their line. Why did I had to order a new one in the first place after all then? I am required to work from home and now nothing is working. I am paying my fibre every month. Wonder if mweb will be fine with it if I don't pay for 3 weeks. Does it really need to take so long?