Moving Home Internet plan and no support

I recently moved and instructed Telus to end my service at the old address and that I would be upgrading to a new EPP service at the new address. Instead they have continued the old service and added another of the same service at the new address. So I am not paying two home internet plans, and neither is the one that I actually wanted. I have been transferred around from the Home Services Dept, to the Loyalty, To EPP, and back several times. I just want upgrade my home internet at my new address and not pay for an old service... 

Additionally, I was shipped a self install to the new property but the existing ONT has a different format of fibre than the new router/modem shipped to me.

Help :(