No, to holding a fiber line hostage

I am at my current address since beginning of April 2020, but I have not been able to transfer my fiber connection due to Cool ideas holding the line hostage. I have provided my proof of residence and cancellation reference number from the previous tenant, still nothing. I do not think it makes sense for 1 service provider to hold a line hostage when their previous client has changed address and even connected at their new address to a new fiber line.