moving ticket lost to the detriment of the customer

I need help please!!. we are moving into a new house at the end of the month. i emailed *** 3 weeks ago with my intent to move. No one ever came back to me. I then called in on the 21 October 2020 and was advise i would need to log another ticket. which i did. today(22 OCT) i phoned in to find out what was happening with the moving of fibre and was told that it would take up to 3 weeks. we run a business from home and can not afford to not have wifi. what upsets me the most is that fibre is already installed in the new house with the same fibre company (octotel) so im not sure what could possibly take so long. please could some one from mweb assist in changing this from a complaint to a happy customer.