The cancellations department are useless and unhelpful

The cancellations department are useless and unhelpful. We moved and when I asked about fibre to the new home they could not help, therefore the cancellation. I got the cancellations email address from the lady that assisted me on my enquiry about the possibility to move the line. The cancellation email was sent 26 Feb. I phoned again on 20 March just to hear there was no cancellation. Emails are not being answered. When you phone you are bounced from one person to the next. You are placed on hold and no one answers the phone. Worst service ever!