Struggling to get anywere

I have been struggling for 3 months to upgrade my current ADSL package to Fibre. I have placed numerous orders with Telkom. After 2 months of struggling I decided to cancel and go with a new service provider for Fibre. I have put in a cancellation request, have all the reference numbers, but still I am getting nowhere with cancellation. So they won't let me upgrade, nor can I cancel. So I am forced to stay with a provider who cannot even offer a consistent line speed.