Lost coverage

We moved to an area with no later coverage and according to the forums on their website we can change it to a different contract but after a month of calls and mails and going into the store we get a different story each time. We have been told by the store and once by phone in that the cancellation can be wavered and we can take a different contract without penalties but as soon as the technician has to supply a report they give us the same story. If there are people on their website has done it why can we not