You have to escalate beyond the regular people. General support staff are basically trained script monkeys who don’t know or understand how things function or even have information that higher tier people have. If you get to a higher tier person who knows why service isn’t available it might be a simple we need to run a line in the area and if a couple more people want the service we will set it up kind of deal.

Or find a better way to make things work for you. More ISP’s have been created to cover the gaps that others leave than you can imagine.