Unable to cancel an ADSL service

On 16th January, 2019 I lost the use of my landline and subsequently reported the fault to Telkom. Follow ups were made in the following 6 weeks to Telkom without any resolution. Eventually, after another query about the unresolved fault, I was glibly informed that all the copper wires were ****** of telephone cable in my area and, as they are so costly to replace, the decision was taken by Telkom not to replace ****** cables. I still, however, had the use of my ADSL line.

I thought that was the right time to convert my ADSL to Fibre and so arranged that through MWEB my internet provider. At the same time I decided that, as landline facilities were not available I would go the route of a VOIP Phone which is conducted over the internet. Fibre was duly, and promptly, installed and MWEB then approached Telkom to "Port" my telephone number over to them so I could continue with the same number I have had for decades. Telkom would not do it as I still had an ADSL line although all ADSL billing was done through MWEB and the line was no longer in use.

Here lies the rub...……. one can only cancel a service through "My Telkom" on Telkom's Self Service website. No problem, I just followed the prompts to cancel my ADSL service but I couldn't do just the ADSL, as the cancellation would remove my Fixed Landline number as well. This was not acceptable because the number has to be ported BEFORE being cancelled. I tried Telkom's 10210 and 10213 help lines but the push button self help for the Cancellation option was to merely direct the caller to the Telkom website I eventually managed to get hold of a human but was told it was not his department and I had to cancel via the website.

Telkom...… how do I cancel an ADSL service without cancelling the Fixed Line Service as well? You DO NOT offer a fixed line service to my area any more and I desperately need to be able to port my number to a company that does put customer service and satisfaction first.