No connection after paying

Hi, I am really unhappy with mweb. My cellphone number is *** and that can be used to access my account. I have two fibre lines at 18 Bottelary street, belhar. The one fibre line is 18 Bottelary and the other one is 18 Bottelary line 2. Line 2 is working perfectly but line 1 says connected without internet. At the beginning of this month I paid for fibre for address 18 Bottelary street Belhar and it says connected without Internet. I have been without Internet for two weeks and everytime I call, the agents say they will escalate the matter. It has now been two weeks. Can you get someone to activate my line please?