Poor service

I am utterly disappointed in the service that I'm receiving from Mweb as well as Zoom fiber. I have requested an extended line and I advised all the agents that I can not get hold of the previous tenants as the line is the active. I asked them if there is another way of assisting me and they advised me to send a copy of my lease agreement which I sent on the 14th of June already and every time I follow up they tell me 72 hours and it's way past 72 hours. U keep sending me the below sms (Your switch to Mweb Fibre is delayed as your line is not yet available for us to place an order. Please ensure your current ISP cancelled and released your line. If cancelled send your cancellation reference number to ***. ) and i keep telling you i can not cancel it i do NOT KNOW THE PREVIOUS TENANTS. ALL I want to know is will you be able to help me or not ? MWB***2