Moving homes with mweb internet service-terrible!

I gave mweb notice in writing to have my fibre service moved on 1 Dec to our new home and received affirmative notification. I was told all is in order, I can just unplug my modem and take it to the new home on 1 Dec 2019. Last week (week of 13 Dec 2019) I have called every day, the internet is not working. On 13 Dec I held on for a total of 66 minutes after calling 2x and was transferred from technical to sales to orders back to fibre option to leave my number (which is not working because the tin voice only repeats part of my cell when I leave it for a call back and later it includes the 9 which I typed to confirm that my number is correct)...it is messy, frustrating and I am for the first time in years frustrated and disappointed with mweb's service. On 17 December I still do not have fibre that works at my home and I have no doubt that I will be charged for this service because sales does not know what technical or any of the other departments are doing and vice versa. The latest excuse is that I have an object number that ends with something other than what they have on record for me. I can't seem to get any person on the telephone who can assist me with knowledge of what is going on and how/when it can be fixed and I am sad that service has dwindled to this! The only answers I get is it has been escalated... (a terrible word and situation). I really preferred the company when it was smaller and people knew what they were doing.