Supersonic refuses to help

Can anyone please urgently assist! i have just moved into a new home and i have been given the run around from Supersonic who refuse to release the line in my new unit stopping metro Fibre to give me a Fibre line! I have called supersonic 3 times waiting on the line for an hour but when i speak to the call Centres they are clueless and tell me they cannot help me because i am not a customer! Please help.