Exactly that is going to be part of my argument when I really get into them at head office because the rep at the cancellation department mentioned something similar, I think, and the way I see it is if they remove one connection they have room for another or they can simple switch one customer from one address to another. But I think they are like virgin media only interested in the areas that they have customers using their other services

I've found O2 e-mail support to be pretty good. I'd be tempted to start a dialogue via e-mail, which at the very least gives an agreed record of requests and remedies.

If the problem is the exchange is full then I think it would be reasonable of them to release the circuit and reassign it to you at your new address, especially since you raised concerns before the contract began.

However, they may take a different view if there is a queue of people waiting for LLU at that exchange (although I don't think they maintain such a queue).

Did you originally sign up for a phone+Broadband contract with O2?

And now you want to move to a Broadband-only contract?

I think they said they would move you to the same contract, not a different one...

I think it likely that what they mean is that they can't supply LLU at the new address.

I was sold the 12 month contract on the pretence that i could take the service with me when I moved, if the bosses at O2 wish to withhold information from the front-line staff then IMO O2 are guilty of miss-selling their products

If the problem is the exchange is full then I think it would be reasonable of them to release the circuit and reassign it to you at your new address, especially since you raised concerns before the contract began.

This is all that is been asked by using their one free move option, & the free move was the deciding factor in me choosing the 12 month contract rather than the rolling monthly option.

I've found O2 e-mail support to be pretty good. I'd be tempted to start a dialogue via e-mail, which at the very least gives an agreed record of requests and remedies.

I have always bypassed the support or complaints departments as many times they just reply with standard template letters or e-mails

Sounds like the curse of the automated e-mail response.

Try using the on-line system to send a short message such as,

I'm an O2 LLU customer on exchange Y.

I want to move to a new address also served by exchange Y and keep my
existing O2 LLU connection.

Is that possible?

Did you originally sign up for a phone+Broadband contract with O2?

And now you want to move to a Broadband-only contract?

I signed up for phone and Broadband that is correct, but called the number for moving the service to move both the phone and Broadband services to the new address. As I knew what areas I was going to be moving to with it been a council property, and this place been too big for me, I put quite a few post codes into the O2 forum before I even took out the original Broadband contract be it rolling monthly or 12 month minimum and it just so happened that the new property is one of the postcodes I checked and it did not flag up that only a Broadband service was available, which would of course would have been through a BT line the only time it flagged that they couldn't provide a phone service at the property was after I had contacted O2 to move the service to the new address

Surely, they couldn't move the phone as there was already a BT phone line in place?

To me , this means you tried to change the contract - which is not allowed as part of the "one move" mentioned in the contract.

I put a letter to head office in the post a couple of days ago, I expect a call from them within a week to ten days but they will be told to put it in writing, I have seen the trick used that a solution can be found quicker on the phone when what they mean is we are recording this if it is beneficial to us if not we will destroy it.

Surely, they couldn't move the phone as there was already a BT phone line in place?

To me , this means you tried to change the contract - which is not allowed as part of the "one move" mentioned in the contract.

There is a line there as there was in this property the line in this property was connected to BT and that was in another persons name (the ex-wife's) I doubt the line at the new place I will be moving to is active and as there was letters from two previous tenants but not one was for a phone line then it may have been inactive for some time.
All I asked O2 to do was move my service from one property to another as I am entitled within the terms of the O2 contract, it was only after questioning the £86 and saying that there was a line in that the rep said that a service couldn't be provided

In my opinion I have stuck to the terms of the contract I asked for the service to be moved to a new property and just queried the £86 they wanted to charge with the reason the rep gave

Installation of a line

this is when he came back with

not able to provide a service

When checking postcodes within the areas I had told the council I would accept (this address I asked O2 to move my services to didn't show that they could not supply a phone service to until after I had asked for my service to be moved all the checking was done on a mobile phone internet connection and the royal mail to get the post codes and a broadband connection at a previous address, all-in-all I covered a very large number of post codes

IMHO I don't think O2 have a case they can win as if I am reading what you are saying correctly then they are basically using unfair terms and conditions to withhold a service they say they are offering.