No idea how to treat a long standing client

I have had a mweb account for over 15 years. Now fibre is being installed in our area. Mweb offered a special for October. I call to take up this offer, only to find that Mweb could not tell me how I could get the same functionality on my fibre as I had on the ADSL (static IP addresses). Even their Business people could not offer a solution. I then had to do my own investigation into the problem and I found an answer. I now have been told that the special has expired and it would cost me more to install fibre. My questions is, why did mweb not have a solution to convert their products to fibre. Aren't they the experts? Where is their service?