MWEB- Fibre escalation and Delayed installation

Ordered firbre on the 8th December 2022. Order No. X***. First time getting fibre. Deal included free installation and router. I have been told that my order has been escalated and the fibre will be installed without having to pay additional costs.. It is now the 21st January 2023 and still no installation. Phoned MWEB multiple times. Even logged a complaint. Last time I phone them, asked to speak to a manager, they just put me on hold. Issue still hasn't been resolved.