Why do they choose not to communicate?

The "New Orders" dept is really not bothered with communication to customers. I sent a follow up email as a surveyor had a already been out & I'm waiting for the CIVIL installation. I'm double emailing now, only to be told this morning that I will still be called & then boked on the next available slot. So my application/request is just sitting in limbo? What if the next slot is in June, do I then just sit with no internet till then? So no scheduling gets done at all, so I get a date & then decide if I'll wait or use other means, e.g. the already installed Vodacom line or get LTE! Really sad state of affairs.