Vodacom will not let us move to another supplier

We have been a customer of Vodacom since our fibre was installed in 2019. We opted for uncapped 20 mbps, and we have maybe received that for 10% of the time. Since we stream our TV, we got fed up with the breaks in service due to insufficient broadband speed. We finally had enough, and decided to move to another supplier. We notified Vodacom on December 16, 2022, that we were terminating our relationship with them. They e-mailed us, and it was agreed that Vodacom service would cease as of the end of January, 2023. Our new supplier has been communicating regularly with us, confirming that they would kick in on February 1, 2023. Then suddenly, late on January 30, our new supplier notified us that they would only start providing service on February 26 because Vodacom had notified them that was the date of their withdrawal. We spent most of January 31 on the telephone with Vodacom trying to find out what was going on, since the service request SR*** had been issued for February 1. We were informed telephonically that Vodacom would cut off on February 1. It is now February 2, and we are STILL waiting for Vodacom to stop our fibre so we can move to the new supplier. This morning, Vodacom confirmed over the phone that "all the paperwork has been done" and that they would "escalate the issue", but still we wait. Is it so very hard to pull the plug on a customer? They can do it fast enough if someone doesn't pay. And by the way, we have never missed a single payment to Vodacom and do not owe any money whatsoever. So why will they not go away and let us move? We can think of only a couple of reasons: they do not have sufficient staff to undertake the technical necessities; they are trying to force another month's money out of us (which is not going to happen); or they are just plain useless and ***********. We vote for the latter.