Unable to find out progress of order and now unable to cancel the order

I have been with vox for almost 6 years and have had no problems, even with my previous moves the process was smooth.

However I am moving in December to a new complex and app**** for a new line with vox as isp and vodacom as backbone. Vodacom came to install but then claimed there were no “mast points / cabling” outside the complex and left. I then tried to ask my consultant that was alotted to me on what is going on ,however he did not reply to both whatsapp /email. I have been waiting for almost 3 weeks since vodacom came. For 3 consecutive days I tried to find out status via telephone, however no one is able to give me status. I decided to cancel with vox and use a different provider (non vodacom also in complex) , and was told there would be no penalty by vox if I cancel, however they could not provide me with a reference for the call and order still says “in process”on website.

I cant cancel on website as processing order and am not being contacted about cancellation being confirmed.