Still no fibre

Signed up for a new fibre line. I was told there will be no delay between the old fibre connection and the new one. Been on the phone for more than 3 hours waiting to talk to a consultant, just to be told that they don't know when my line will be activated. Supp**** vox with my VC and VT number (as requested). I need my fibre line for work, very frustrating!