Then VM need to indicate a fix date as its not unreasonable in law for the customer to either want to continue the contracted services at new address OR to have broadband service. You can't be expected to hang around forever for some unknown date in the future when they may fix it and be without in the meantime. Its also an unreasonable contract to be expected to pay termination charges if the provider is being obtuse about service availability.
In the first instance, raise an official VM complaint on your account and get it recorded, secondly record with Ofcom your experience of moving and no service and expected to pay termination charges to quit on the simple and quick online form:
https://ofcomlive.my.salesforce-sites.com/formentry/SitesFormCCTMonitoring
Lastly CISAS can be used for dispute resolution.
https://www.cedr.com/consumer/cisas/overview/
If you do intend adjudication, then if you've got a "resolution" communication, then just reply to that rejecting it and asking for a deadlock letter. If the complaint's just vanished without response that's a clear breach of Ofcom's requirements and in that case you may need to raise a second complaint, referencing the first, and requesting a deadlock letter. If using CISAS it is important you clearly structure the VM complaint to explain background, problem and the effort to resolve with VM, and the outcomes that will now resolve the matter for you.
Link to Ofcom complaint requirements:
https://www.ofcom.org.uk/siteassets/resources/documents/advice-for-businesses/ofcom-approved-complai...
