BAD SERVICE AND COMMUNICATION

Worst elxperience,have moved locations and new owner cant et fibre for the past month because the line needs to be released from the old adress have sent email and so has the new person in the property, we have been told to send emails, we have not been having the best communication as whole, i am disappointed in this service, i will be cancelling my contract if this bad service continues, a whole month to just "release a line", i have been told i need to get a release letter from the isp however the new person wants to carry on with supersonic , so supersonic wants me to get a letter from them to send a letter to them ?????????