This topic

Cancelled Order!

Bennp1990 — Thu, 02 Jun 2022 17:44:11 GMT

Can anyone tell me why my broadband package has been cancelled? We recently moved into a new property and BT are the only supplier. I ordered on 28th of may and was told we would be up and running by the 6th. After not hearing or receiving anything I checked online and the order has been closed and stated Auto Cease Order?

Re: Cancelled Order!

imjolly — Thu, 02 Jun 2022 17:53:49 GMT

Is your 'new property' a new build and if so does it have an openreach ONT fitted or is it an existing property which you have purchased

Re: Cancelled Order!

Bennp1990 — Thu, 02 Jun 2022 18:09:45 GMT

It’s a very old property we have just purchased. Original owner was with BT as they left the hub behind.

Re: Cancelled Order!

-Richie- — Thu, 02 Jun 2022 18:18:20 GMT

Quite possible your order was raised as a working line takeover, the current occupants would be notified of the takeover, they might not of moved their services and the takeover stops it, they have the right to stop it happening which results in your order being cancelled, it's quite common on home moves.

Give the connections team a call on 0800 800 150, they'll know why it was cancelled and can replace.

Re: Cancelled Order!

imjolly — Thu, 02 Jun 2022 18:18:47 GMT

Were you trying to take over the phone line ? Do you know if the previous owner is transferring their broadband to their new home?

Re: Cancelled Order!

Keith_Beddoe — Thu, 02 Jun 2022 18:20:55 GMT

@Bennp1990

If the previous owner asked for the line to be ceased, instead of allowing you to take it over, then there will be a pending cease order on the line which will cause your order to fail. Once the cease tasks are all complete, then you should be able to place your order.

This could have been avoided if a Working Line Takeover has been agreed.