Can't get through

We are moving next week and about 2 weeks ago I app**** on line for my line to be moved. I only received my telephone number as a confirmation. I have, for a week now been trying to call to see if it is being processed. No numbers are on the website, they want everything to be done on line. If I call 10210, no matter what time of the day, it says the office hours are from 8 to 4 week days and from 8 to 12 Saturdays, so pleas call again and they cut the call. If I try 10219, it says the number does not exist. I managed to get though on 10217 and they transferred me to residential and a very kind gentleman helped me yesterday. It took 20 minutes to get to him, so by the time he answered, I had to go fetch my son from the bus stop. I gave him the number, address and date of move as he said that there was nothing on the system. He said he will call me on my cell, but he did not. I have been holding on for half an hour at a time today, many times to see if someone can help to see if it is transferred. Please let me know if it is processed.