Installation fee

I was charged and installation fee after choosing the self install option. I did everything I was supposed to do. When I ordered service the rep told me that everything was clear on my end and all I had to do was tie in the existing line already in my home. No Charge. Well I did as instructed. Nothing..called support and we tried several things and still nothing. The support rep told me there was a signal active at my residence and didn't know what was wrong. So she scheduled a tech to come out the next day. I asked if I would be charged and she told me know because it was on their end. Next day tech comes out and tests my line and there is no signal. Goes outside to where it ties into the building (I live in a 4 apartm