are you new user or existing tm? if you're existing user, then you need to give them your unifi installation address (on unifi website). if you're new user, just take photo on the nearest "tm white box" with number, send to their whatsapp.
Not sure why, their "fibre" team doesn't really check on field, mostly if they doesn't reply you mostly meaning they can't find the unifi port address for your application.

Luckily the digi agent here being helpful where they keep on check daily see the status and keep followup with me. If you go to the digi centre, ask them to open your application status, what did they remark there, for mine last time was unable to find the address due to my address and unifi address was different.