Not getting Fibre connection and not having ETA also

Can somebody tell me if this is the standard to get fibre connection from Vodacom in South Africa? I have placed order on 6th Jan; additional documents were asked on 10th January. Router was delivered on 16th Jan which is 11 working days before but still not having connection/activation; call centre doesn't have any clue except asking to wait; have sent multiple reminder email which are kept probably in Junk Folder. One time, I was told that installation guys have resumed in office only from 10th January and it will be done shortly without specifying date and today is 31st January