Order cancel email received from my previous supplier Talktalk

[#1]

this morning I received an email from Talktalk saying the below -

We’ve received notification from another provider, that you would like us to stop the cancellation of your TalkTalk service. This means there’ll be no disruption to your service, and you can continue to take advantage of all the great benefits your package has to offer.

as i don't want to stay with talktalk, I am trying to contact Plusnet over phone but now waiting in the queue.

[#2]

I was able to connect to Plusnet support and here is what they have to say - 

Thanks for your call I am really sorry but your orders have failed in our system,we will now have to place these manually which I will do in the next hour or two. I will be intouch as soon as I have placed the orders.