Vox holding my Fibre line hostage

I cancelled my Fibre line with Vox and the cancellation is due to take place on the 1 May. Due to the public holiday, I requested to have my line released a few days earlier just so my new ISP can take over my line before the public holiday and that I am not stuck without internet on the 1st. I requested that my line be transferred back to Frogfoot so the new ISP can take it over on the 26th April upon which a Vox agent told me they will escalate it and it will be completed on the same day. No transfer took place. I then requested again on the 29th and an agent assured me it would be done by 2pm. No transfer took place. I called Frogfoot and they even tried requesting it from Vox, no transfer was authorised at the time of this review. I then received correspondence from Vox that early release of my line was requested but was still in process. I don't how this can possibly take so long and I fear that Vox will still have my line after the new ISP is supposed to take over.