No feedback regarding migration to fibre its been 2 weeks

I recently took out an lte line and a week later i requested for my line to be migrated over to a fibre line because the lte connection in my area is awful, the agent advised me that this is indeed possible,ever since my application i have got no confirmation to say my migration was successfully when i call customer care everytime they give me the wrong information and transfer me from department to department with no help and say that this is a new fibre line,when i did not request for a new line but a migration to fibre,I can’t understand what is happening honestly hopefully someone can assist me because there is no way i can pay for both lte at the same time