Fibre installation

I did an application for fibre to my home on the 11th October. Today is the 14 November and after numerous follows up i have received no updates or fibre. Whilst you promise a 7 - 21 working day policy which has not been fulfilled, you clearly don't have a customer service policy or treating your customer fairly policy. The infrastructure does exist as i spoke with the contractor installing the cables. I am not sure what the problem is but at least tell me that you are unable to service me so that I can cancel my services / application and go with a service provider that can and actually prides itself in adding value and good service to their customers.