Poor service

Been trying for 2 months to get a new fiber line installed with no luck, common excuse is waiting for openserve and openserve is having problems locating the address. Postal service however does not have a problem delivering my mail so please explain the problem here. The new whatsapp system used for logging calls is absolute *******, logs me out because a call agent does not become available or takes too long to reply. Horrible service and very bad user experience all round.