WiFi / Fibre networks

So I apply for WiFi right. This kind lady helps me and convinces me to apply for the WiFi fibre option as the network is better etc. Happily I agree to this. So now I'm approved I get my contract a confirm my payment details. And then nothing for a week. So I start contacting them and I'm being told that there is no coverage at my complex I don't live in a complex. Yet when the lady was talking to me she said that there is coverage for fibre here. Fine I accept this. I'm being told that someone will contact me as soon as they can, I wait another week . So I do the contacting again. This time I'm being told exactly the same but also that this process cannot be sped up. Also I will anly be billed once the WiFi has been activated which I am glad for. Well I'm now kind of fed up with this. So there is a catch when you are approved for this , should you cancel at anytime before a year has passed you are liable to pay a cancelation fee of R2000+ and it got me thinking is there a possibility that this might be the reason for them taking this long? I would really appreciate any help on this.