Terrible service

After a week of wasted time communicating with my ISP about my relocation, I was informed by them that the place I am moving to isn't fibre-ready, despite the fact that the complex is marked as fibre-ready on the Vumatel website. This after I had already placed an order with Vumatel for installation - how is one able to place an order if the installation cannot take place? Have tried contacting Vumatel on several platforms to find out exactly what's going on, and they've not bothered to answer a single message. Order number: VT-27***3