Mweb fibre

I moved house and requested a fibre line move. The responds was that I have to supply Mweb with the previous owners service provider and pictures installed wall mount device. I am unable to contact the previous owner as he has relocated abroad leaving me with an Mweb bill for fibre I am unable to use. Trying to contact a person at Mweb is impossible as you are constantly pushed to this irritating not helpful electronic voice. Emails are of no use as here to a responds is days later and again no direct contact number is left for voice to voice communication. I have phoned Mweb multipal times but are cut off seemingly due to no employees working at Mweb. Very bad service but what can one expect we are living in South Africa a country renowned for pour service.