The not so reliable fibre service pay first no install

Why is it that when you pay the promotional fee on the 28th of August 2022 upon sign up you get a call to confirm if your dwelling is a main house or not but by the 6th of September 2022 almost 7 days later no installation no calls no arrangements have been made. Andrew Van Eyck 2 Knobwood cresc Eastridge Mitchells Plain Cape Town ***. Is this the kind of service one can except?