Axxess and their shady calender notice

My husband and I have been using axxess as an ISP for approximately 12 years, over the years there have been issues but that's expected and it was things that could be rectified. So we never looked at any other ISP. Last month my husband decided that we need to upgrade our Fibre line from a 250mb line to 500mb, he did some research and found an isp that offers bespoke Fibre for gaming. We then proceeded to cancel with axxess via their website on 05/03/2026. Only 2 options are available 1. They will discount the premium for the next 3 months. 2. Proceed with the cancelation, however the line will be canceled at the end of April.

We obviously chose to proceed with the cancellation, then my husband and I thought about and we wondered why where they canceling at the end of April instead of the end of March seeing that we notified them early enough (05/03/2026). We called the call center and queried this, we explained that we have been with axxess for many years and we would like to end this relationship on a good note, we where advised 1stly that they did not have a 500mb package (which is on a recorded line) and that axxess considers 1 calender month differently. Case and point we canceled on 5th March but the cancellation will only be effective end of April.

I said that this doesn't make sense because now I'm being held against my will for an additional month especially for a product that they did not have.

I then called the accounts department and advised them if the scenario, the consultant explained that they could not cancel the line any earlier because the fibre company processes their cancelation like that so they would have to cancel end of April. I explained to the lady at accounts that we called in and they did not have the 500mb package, i asked to speak to her manager, she then placed us on hold, after a few minutes she comes back on the line and says that her manager has agreed to cancel end of March (now remember a short while ago they said that they cannot cancel because the Fibre company will not cancel like that). So now we confirm that the line indeed will be cancelled at the end of March my husband proceeded to give the go ahead to the new isp toa activate their line end of March. I then received a call about an hour later from axxess where the lady from accounts says that her manager said thay thay the product (500mb) is indeed available, I then told her that's not what was said to us during the 1st call when we asked the consultant nor did you advise us about this when we spoke an hour earlier. I the. Advised that we have given the go ahead to the new ISP. She agreed asked that we send an email to her and she will proceed with the cancelation end of March.

I then receive a reply to my email the next day saying thay unfortunately they cannot cancel end of March because they have the 500mb line.

What a drama, axxess is actually pitiful at this point and it's actually sad because they used to be rather good. So now they insist thay I must stay until end of April for the cancelation or they can upgrade the line to the 500mb (the price if alot higher than the new ISP)

Now I'm not prepared to do this, I proceeded based on their advise and twice nobody said thay they had the 500mb line.

Whats even more concerning though is thay axxesses 1 calender month can be anything from 30 days to 45 days, to even 60 days. This i believe is ********* and rather ************ because you holding people hostage for a longer period of time.

I'm so disgusted with them that they will never be considered in the future, I've also referred so many people to them thay didn't know they didnt have to sign a 24 month contract.. rest assured I will tell everybody about this at every opportunity I get.