[MovedGoalPosts]

I really don't get the extent to which this thread has been rumbling on debating the use of the word "impossible" and that in turn seems to have become such a massive issue and outright lie. It seems harsh to me.

The first few responses clearly indicate the use of the word impossible was appropriate in a figure of speech way as the standard systems in place to the service agent did not allow the changes you were expecting. Further enquiries by your agent then later revealed there was a way to workaround or bend the IT systems in place, but it seems to be that use of that is a rather extreme way of solvinng the problem.

I don't see that it is fair to call the use of the word "impossible", as meaning an outright lie in this instance. After all if Ofcom, the ASA and whoever can allow the use of the word "unlimited" to describe many broadband and phone services, when there are restrictions in place, it is clear to me that the English language is allowed to be distorted.