Non existent service to get Fibre

We recently moved into a new flat. This flat already have present both a Fibre line and the modem is present and it all the necessary lights come on. So one would think that it should be a simple exercise to therefore get fibre internet... nope!

Firstly the line need to go to the "holding pool" before my isp can provide me any service (webafrica) However since I moved into the flat the line is still apparently in the previous owners name. So nobody on the telkom call centre is capable of helping with this service of switching a line. Rather they told me to get the id and information of the previous "owner" of the fibre line and then send an email to ********** with the details to request an ownership change and then the move to the holding pool can be completed. So when I wrote to this email, firstly they just responded with an automatic reply saying they will respond in 21 business days... that is... absolutely terrible imho.

Next they eventually did respond and told me they can not process my cancellation. Clearly nobody at telkom can even read an email!!!!!!

You people are going to make my head explode, why do you even install fibre lines if you can't have people use it?!!??!?!