Poor communication

I’ve been trying to terminate my service on their website as I would like to change ISP why is there no way to call these people the online chat says 5agents available and I’ve waited for the last 4 hours for someone to get back to when doing via their website it says termination failed on vumatel so now I’m stuck with no fibre as it just does not allow me to terminate my service so that I can go with my new ISP.