No communication/no fibre

What pathetic service I am receiving. I even had one of your consultants put the phone down on me when I asked for her name after she started getting an attitude with me. I have paid my money and all I want to know is how to apply AGAIN for fibre because when the installers came to my house they advised me that because I live in a separate entrance they could not install and I had to reapply. Well easier said and done. Nobody seems to be able to assist me and the only answers I get is that they will escalate it. Escalate to who? When I ask if there is a number I can call, apparently there isn't. When i asked for the complaints department I was put through to technical service. All I want is to reapply for fibre, for my SEPARATE ENTRANCE, and no one seems to be able to assist!!