Bad service . Money taken but not connection to wifi.

Vumatel came to connect the cables to for the wifi. They ran the cables and told me the cable that fits to the router someone will come in 72hours and do it . It's been 2 weeks no contact from them. When I contacted web africa they advised there is a faulty line . But it was never connected how do they know the line is faulty .we wer never advised of a faulty line . We already paid for the service to them .