Fibre Line for new apartment disgusting Service!!!

If I could give no stars then certainly would because the service Im getting is absolutely disgusting honestly... Firstly I am moving to a new address and for whatever reason that I dont know why the building does not have any fibre infrastructure laid into it and me moving into that building can not get anyone that is willing to help me get a fibre line installed even if its just to my unit number in the building!!! I work from home and need internet and most days mostly after hours my son and myself would play games online and I obviously stream tv too like dstv etc. And now moving into this new apartment I cannot seem to get a fibre line and yet all around the property it shows fibre is available I mean literally if I check on the map if I move marker just across the street it says there is fibre available.. I have used the whatsapp help number to speak to a consultant from this company and was told that I need to go to the city councils office and apply for it to be installed?? Seriously??? I couldn't believe my eyes when I was told this and also I kept asking to please chat to someone above the people I was chatting to but not once did this request happen or did I get a response on this request... I also got a reply from the agent like almost and hour later after I would send her a message and next minute a system message prompting that the chat has been ended so I get my time wasted because of the delay in replying from the agents side and almost on purpose so that the whole day is gone and they like dont need to help or I dont know what do you call service like this but I am absolutely disgusted wow!!!! It almost felt as if I was being told I have to myself take a fibre line and stand outside and install and connect everything myself and I should do all this to pay then for a service from you guys?? Does this sound like fair treatment or service to a client? I am honestly horrified with this service and being in the industry where I provide a service to clients of my own too I would never ever service any of them in this manner because I would have no business left!!