Broken Fibre Box

My mother in law decided to go over from lte to fibre... when the technician started with the installation he saw that the fibre connection box on the pole was broken and that the neighbours fibre connection was hard wired onto the main fibre line! they have been waiting for someone to come and fix the box but no one came out to fix the box! this is utterly un acceptable as they are paying for this service! they are waiting for answers and they are fed up and so am i! should i then rather advise them to go to another ISP? or will this situation get sorted out ASAP!!!