Telkom unable to move fibre services to new premises

After many unsuccessful attempts to my fibre service to my new residence, I was finally told that it CANNOT be done due to my old address being in a 'gated community' and that my new residence was on 'normal fibre'.

I have consequently found out that because the service is part of a 24-month contract, I will be liable to pay penalties.

I find all of this unacceptable - why do I have to cancel my contract and pay cancellation fees when it isn't my fault that you are unable to move a line?

Furthermore, I cannot find any evidence in any documentation I have signed that makes this issue clear (that 'gated fibre cannot be moved') I have since lodged a cancellation request with Telkom and fully intend to pay the penalties simply because I believe it will be less of a headache than dealing with *********** staff and non-existent customer support.