Forcing me to cancel on a premis move even though the move is literally to the unit right next door to where I stay

About 2months ago I spoke to an agent at vox regarding me moving literally to the flat next door and he then advised me I should move the fibre line and components myself if it was possible, then over the weekend I realized I would not be able to move the fibre myself due to the main cable being connected into a small box. I then requested to ask for assistance to move my fibre over where I was told I need to cancel as it is a premises move, I then explained that I have contracts linked to my current account and should I cancel it is expected that I pay those contracts in full first. I was told on Monday by Brighton that he will escelate it to the support team whom will be in contact and I told him it's urgent as I am moving next week, I requested this morning for a manager to contact me to assist as I am literally moving to the property(flat) I bought right next door to the one I am living in now. So I understand based on my contract agreement that I am covered for 1 premis move. I also understand that those terms is if I am with vox for 2years,but they not seeing the fact that I am fighting for service to assist with this premis move without having to cancel and still stay a client with them as my 2 years with them is this year September. I can also understand if my premis move was to another premises further away from where I am now,but my move is precisely 8-10meters from the door where I live now to the door where I am moving to. There won't be any new installations on the connection box,there will not be any extra cable used. I was told a senior manager would call me and still till now no call received so they not taking this as urgent and possibly trying to delay in order to force me to cancel and re-apply