Unsatisfied with upgrading to a fibre line (***8)

We had our ADSL connection through MWEB and were very satisfied with the service we got so we decided to upgrade with them to a Fibre line through Vumatel. We also thought this would be the quickest way since all our details are logged and it would simply be a new product. This was done in July already. Only when following up recently it was said that the Vumatel service was cancelled by us, which it was not. Can it really take this long? We expected to have it installed already, now it seems to only be logged - how much longer can such a simple request take?