Extremely slow response for online order - waited 3 weeks but still nothing

App**** for openserve fibre to the home to be installed early this month (think the 5th); and still not connected and router delivered. When I call them, I am told that the case has been close on 13th July. I wonder if its too late to ask Telkom to cancel the order and I can go with Metrofibre - I cannot go another weekend without connectivity.