Bad fiber service from Vodacom

Received very poor service from vodacom. Got a fiber line from them. The line worked well for a few weeks then our line got downgraded and then the line just went dead. We cancelled our line at vodacom because of the dead line but know they won't release our line so that we can go to another serves provider

How can they suspend our line but not clear it so that people can get internet from another supplier. In these times people work and study from home. How can we do that without internet!!!