Mweb Very Poor service

DO NOT USE MWEB, constant problems with this provider, my parents had fibre installed on our premises since I've not had internet access for the past 5days now the provider says the account is active and we are being billed but no internet connection at all, we have called into the centre only to be placed on hold for hours after speaking to a technical agent it appears we have an installation problem which is not our issue as it is on the part of the installation ,I refuse to be billed for internet that does not even work, because even after countless calls and emails I still receive not help acc no 60****00