Should I have to dig myself?

I ordered fibre and obviously its Vuma . However with the ISP its been a breeze but Vuma sent an installation team who came out and told us to dig up our own trench in order for them to install my fibre line ? They claim no one on the property has a line( but the main house does have a fibre line and we know it)... This doesnt seem right? Now we sitting without fibre and the order is on hold. What can we do or is this a norm??? How are we supposed to dig our own trench and for what?? Now we sitting with no internet and working from home is an absolute nightmare ! When I call into Vuma I got yelled at to contact my ISP and they cant assist and I must just wait and then hung up on me !