I think this phones business is all a bit new to O2 and not all of the advisers are quite as clued up a they could be:
I don't think O2 do line activations, so I'm not sure how they can help you here as you have no line at the new property - unless they are equipped / prepared to handle house moves. If not:
First you'd need to get a line, and then have O2 put the broadband on that, and then optionally, migrate the phone service to O2 Home Phone if you wanted to.
For the line, you could go to BT but you'd then be locked in on a long line rental contract and (IMO) absolutely abysmal service. You could go to The Post Office and have them install it, but on a one month contract leaving your options open for later.
Basically O2 is not (IMO) a "full" telephony supplier, although they might become one in time and this is perhaps why the problem exists. If you had gone with say IDNET or AAISP they could handle this for you as they provide the full range of services. (Don't get me wrong, I'm not suggesting that O2 was a mistake)
If the above is true, and perhaps others will confirm, you will be able to "move" your O2 service but it involves you doing all the work. ("move" in quotes, because it's really a cancellation and a new setup)
As far as the move goes, the bit about terminating the first line before activating the second one is bizarre.
BT were right to tell you to have O2 perform the move. O2 can do all of this for you. It's just a question of whether they're capable and more importantly, willing to do it to keep your custom.
Edited by MarkHampshire (Sun 25-Jul-10 12:16:30)