Can't order fibre through ISP due to unknown previous order

I've ordered Fibre through an ISP. However, whenever they try to place the order, they are getting a notification that an order has already been placed.

I've not ordered Fibre before, as it only went active last week.

Can someone please contact me so that I can find out with whom the order has been placed, as I need to get them to cancel the order, so that my current ISP can send through their order