Cancelation of fibre

We have been trying to get hold of them to cancel our fiber from march as we moving to place were there is no Fibre available and now they just saying we need to give month calender notice... But the never picked up the phone... Once the did and was put thru to cancelations and the phone just rang non stop... Pathetic and we need to pay cancelation fees now due to no Fibre in the area we moving to...