Refuses to put through an order to get fibre installed

Have been trying since the beginning of October to get fibre into my apartment. The building was wired for fibre by Telkom, thus we have to go through Telkom to get this done. Have placed an order several times online/by phone/going into a store, and each time this order gets cancelled with no notification because of a software issue in the pipeline that tells them that I don't have fibre coverage (even though they explicitly say I am covered when placing the order).

I just need a technician to come and put a cable from the building store room (where the fibre is), to my apartment, but it is impossible to get past the drones over the phone to speak to anyone with real authority. No help on Facebook, no help on the phone, no help in store.