Poor service and conflicting answers from customer care.

I was having problems with my fibre and opted to cancel. I then tried to cancel my cancellation but unfortunately it was too late. I was notified that my cancelation has been processed as at 30 July 2020. Now I am trying to move to a new provider but they say my cancellation with Axxess is only in effect on 08-10-2020. So I currently have no internet and cannot go on with a new provider even though I am paying the new provider.