Im struggling to find a person to assist me with Fibre

Im struggling to find a person to assist me with Fibre. I want the fiber line that ends at my neighbours to extend to my property. According to Open Serve call center operators we dont have coverage but I know the line end at my next door neighbour. I want to apply for a dedicated fibre line to my property but Im afraid Im being ghosted by Open Serve It impossible to get in touch with the right person at the call center. I want someone to visit our property so I can show them where their fiber line ends, and they must tell me why it cant be extended to our property Im really stuggling and would appreciate feedback on this matter as soon as possible.