Struggling to place order for new ONT device

I placed an order with my ISP on the 23rd of July and Vumatel as my downstream service provider. All that has to be installed is a new ONT/CPE device for my premises as the previous tenant removed the ONT device, but my ISP is unable to place the order as Vumatel doesn’t know how to update their system, i have made multiple phone calls and sent numerous emails to my ISP trying to sort out this matter and to no prevail. How can it take a big company this long to update a system that a client requires a new ONT device at their premises? Everytime i phone vumatel i get told that my ISP needs to place a new order, after explaining to vumatel the entire situation again, after my ISP has placed the order, then i get told that there are duplicate orders. How can you take this long to update your system and install an ONT device at a clients premises if that is all that is required?

I am truly unhappy with the service that i have received as it does not take this long for a company to update a system that a client requires a new ONT device.