Neighbours have fibre with Supersonic, but Supersonic insist there's no active line to the Estate

I got connected to Supersonic fibre to the home in Feb 2020, but the 10Mbps was not fast enough so I cancelled. I am trying now to sign up for their 50/50 fibre package as advertised on their website. In conversation via whatsapp I am told there is fibre connectivity available for the complex and when I placed my order, I received an email saying there's no connectivity. Through 2 separate conversations with Supersonic now via whatsapp I have received feedback that there's no active fibre line to the estate. I have gone to my 2 neighbours and they have confirmed that they receive fibre from Supersonic. If this is what their sales department is like, when I'm trying to give them money, I shudder to think what support will be like.