Nightmare!! Don't have internet, MWEB asking for one month notice to cancel

We do not have internet for more than 3 weeks. We called the service line but no answer after holding for a very long period. We emailed and now want to cancel. But they are asking us to give a one-month notice and will not cancel before February 28. We need internet immediately but our new provider can not move forward without the cancellation letter. This is the worse internet service I have had. I was with cool ideas and never had a problem.