Pure Fiber not available at my address, but this building already has it

I was previously a Fiber 1G customer. I recently moved to a townhouse, which is a large house divided into 8 units (4 on the main floor and 4 in the basement).

I had originally scheduled a transfer of service, but my appointment was canceled the day before the installation. The reason given was that my unit does not have fiber access, so the installation couldn't proceed.

However, I noticed that other units in this exact same building already have fiber. I live in unit #2. Unit #1 and the basement unit below it already have it installed, and even the basement unit directly below mine has it. When I called customer service, I was told my community doesn't have fiber and that I would have to wait 5 to 8 months at the earliest. My internet plan was just canceled like this without any notification.

I would like to know why I am unable to get service—and why I was told I need to wait 5-8 months—when the building clearly already has fiber connections installed. How can this be resolved?