Webafrica lack of customer service

I'm so disappointed by the lack of customer care , i am a customer for Webafrica and have a fibre line with them. I have requested for my fiber to be moved to a unit in the same complex im staying in at the same address and i'm being requested to cancel , Pay a cancellation fee and place another order. Why is that when all i require is to have the line moved to an upstairs unit.

On the other hand my mom placed an order with them in November 2022 and we still yet to have them come and install . Utterly Appalling customer service.