Cant relocate line

Hi, I have asked for my telephone line to be moved to the new address, with order number ***A. I then got a call from a call centre agent saying that there is no infrastructure in the area. I then went onto the Telkom / Telkom Mobile website and checked coverage in the area, and there is no 3G coverage but there is 4MB copper cable in the area. I also visited a Telkom store and they have told me the same - there is copper cable at the address 4MB. Why can't Telkom then move the telephone line? Please can you look into this and revert back to me. Thanks.