uninterested in assisting

I recently moved homes- from the 11th of feb im asking for assistance regarding my fibre to be reinstated -there is a new line at my new home which they advised that i need to send my lease so that this can be cancelled from the previous tenants and their turn around time is 3 days- on third day there is more waiting -bear in mind theres no consistency or actual information so im back and fourth on email paying for a service but buying data and there seems to be no urgency on assisting me