No communication and no fibre!

I've given 2 starts because we're still in the early days but this is starting to look very bad. The Tech Support people pass me on to the Sales people and then on to a dead line. The only thing that my order status says is that "we are working with your fibre network to resolve the problem" but that's all. Nothing else. I'm transferring from another ISP where I got bad service and now I'm wondering whether this is from the frying pan into the fire.