No help leaving a hostage situation with a bad ISP.

I have an issue with my ISP, Fire Stream. They are refusing to cancel my line and because of this I am stuck and unable to move to a new provider.

I have provided Metro Fiber with the confirmation email I received from Fire Stream stating the line will be cancelled. Which was for the 29th of Feb. I have informed them about my service being cut on the 29th of Feb and no longer having access to the internet. And I have let them know that Fire Stream has told the new ISP that they refuse to release my line.

I need Metro to step in and cancel this connection so that I can move on. But I am getting very little help in this regard. I just get told that they can't do anything until my current ISP cancels from their side. Which wont happen because the ISP refuses.

I am absolutely shocked that Metro Fiber will allow an ISP to hold a line hostage. I work from home and this has impacted my ability to do my work.

I spoke to a consultant on the phone and was told there is a contract in place that prevents them from doing anything until the ISP gives them permission. Which means if the ISP wants, they can just never cancel the line and I will never be able to have a fiber connection in my home.

The ISP is clearly being spiteful because I don't want to use their service anymore.

Please Metro, help me.