This topic

2nd line and Split account query

Queensferry10 — Sat, 09 Mar 2024 10:29:08 GMT

Really need some help understanding what's possible with a copper line at a property.

A relative has moved into a propery which is served by BT. There is also an approx 10Mpbs internet connection.

The phone line was in the name of the previous tennant which were in the process of taking over.

However, another party supports my relative at their property and were repeatedly being told that the internet is connected with them - something seperate from the previous tennant which is really confusing me.

All I see on the wall is a BT socket with 2 connections - one for data and the other voice?

Is it possible for 2 accounts to be on the same copper line?

i.e bill seperate for the voice and data?

Or could a 2nd line be present providing the internet ?

The voice at the propery has stopped working apparently due to a restriction on the service. The internet still does work but I'm concerned if its all one account then it could stop soon as well.

Any help greatly appreciated.

Re: 2nd line and Split account query

Anonymous — Sat, 09 Mar 2024 10:51:05 GMT

Yes, it was once possible to have the phone & broadband supplied by different companies, but this is no longer offered. So when you take over the line as a new customer, you'll have to choose one supplier for both.

Re: 2nd line and Split account query

Queensferry10 — Sat, 09 Mar 2024 10:53:31 GMT

Thanks for the reply.

Is therefore possible that this could be the existing setup?

When we take over the line might this then cut off the internet provided to the other party?

Re: 2nd line and Split account query

iniltous — Sat, 09 Mar 2024 11:03:22 GMT

If the previous occupant was with BT , and your relative is not using BT but has chosen to use another provider, their issue ( TBF ) has nothing to do with BT , and they ( or you ) should be taking it up with the provider you/they have chosen to use if they have no working service at the address …….phone sockets with ‘BT’ on them are simply from an era when BT were the network provider, that’s now Openreach .

As far as your questions ,
1 . Yes , but very rare ( shared metallic path facility ) but not offered anymore so cannot be your issue .
2. Yes , there may be another socket somewhere if the property had two lines previously.

If you can only ‘find’ the previous occupants ‘stopped’ BT service , then either another master socket exists with your providers service on it , or much more likely , your provider has not identified the correct address so has not taken over the correct BT service , or has not progressed your order at all .

Re: 2nd line and Split account query

Anonymous — Sat, 09 Mar 2024 10:58:37 GMT

Entirely possible.

The previous tenant should have cancelled both services but maybe they forgot they were split? But taking over the line with a new phone & broadband package will cancel the existing broadband.

Just bear in mind that a new phone package is likely to be digital through the broadband router rather than the existing telephone sockets. But I guess you won't know for sure until you order.

Re: 2nd line and Split account query

Queensferry10 — Sat, 09 Mar 2024 11:33:49 GMT

We need service ASAP.
We're thought staying with BT as they already serve the property would be simplier.
I only know of 1 connection point in the house ( with the data and voice ports ) so I really lean to only 1 line being present.
I understand what your saying about 2 accounts on one line not being offered anymore but I wonder if it might be the setup as it might have been this way for many years ( previous tennant disabled and lived with support ).

Consistently being told though that internet is somehow seperate from the previous tennant. Either the account division you speak of exists or theres a misunderstanding going on about the voice/data being seperate accounts.

The voice no longer connects on the line but internet still works as of yesterday. BT said the voice was restriced/switched off due to payment. Im not sure if this a partial restriciton on the line ( or again seperate accounts for data and voice on same line ).

The previous tennant passed away and I only know a small amount about their account ( data protection )

Were placing our own order with BT for the home essentials package on the existing copper line which is imminently about to be completed ( actually expecting a call back ).

The whole issue of the internet being seperate though has me wondering what will happen if we take the line over. If one line with 2 accounts whats happens to other account?

I'll put this to BT as well on the phone shortly. Sorry for the book- on here to learn. my hair is now grey...

Re: 2nd line and Split account query

Anonymous — Sat, 09 Mar 2024 11:42:02 GMT

Sounds like no one has notified the companies of the death. The responsibility for that would usually fall to the next of kin but maybe there wasn't one. Hopefully that shouldn't prevent you taking over as new customer & as I said previously, that will terminate the broadband from the other supplier.

@iniltous

Would outstanding debt on the account prevent or hinder a takeover, given that it appears BT haven't been notified of the death of the existing account holder?

Re: 2nd line and Split account query

imjolly — Sat, 09 Mar 2024 11:49:41 GMT

is you relative still in broadband contract and therefore transferring account to new home?

Re: 2nd line and Split account query

Queensferry10 — Sat, 09 Mar 2024 12:05:14 GMT

no isn't a transfer

trying to setup his own account on the line

Re: 2nd line and Split account query

iniltous — Sat, 09 Mar 2024 12:27:31 GMT

Outstanding debt isn’t a reason to cancel a takeover ( or a migration for that matter ) , so even if the former occupant left with an outstanding debt , all that happens is the ‘sorry to so you leave ‘ communication if the ‘line’ is still working ( working line takeover ) , if that goes unanswered 10 days later the change takes place .

Presumably the OP has had confirmation from the non BT provider they used that the service is ready , so the possible reasons why that provider hasn’t got their service onto the socket the OP has found have been mentioned.

TBH , the only way forward is for whatever company the OP relative has used to investigate why service hasn’t started , and if necessary task Openreach to visit .

Is anyone else getting this thread presented incorrectly, my entry ( this one ) shows as message 1 , the original post as message 10 , makes reading the entire thread weird , last post first , first post last .

Re: 2nd line and Split account query

Queensferry10 — Sat, 09 Mar 2024 12:36:50 GMT

sorry i must have changed something regarding the view and I agree it was weird - reads better this way.

Re: 2nd line and Split account query

Anonymous — Sat, 09 Mar 2024 13:20:38 GMT

@Queensferry10wrote:
However, another party supports my relative at their property and were repeatedly being told that the internet is connected with them - something separate from the previous tenant which is really confusing me.

This statement needs some clarification.

Who is this other party, & how have they got involved? When you say "supports my relative" it sounds like an individual or care company. However "internet is connected with them" implies an ISP.

Re: 2nd line and Split account query

imjolly — Sat, 09 Mar 2024 13:24:00 GMT

@Queensferry10 wrote:
no isn't a transfer

trying to setup his own account on the line

I think you misunderstood if relative already has broadband in current home then is that being cancelled and not transferred to new home? termination fees? why not transfer contract to new home?

@iniltous

yes this upside down compared to normal posts

Re: 2nd line and Split account query

Anonymous — Sat, 09 Mar 2024 13:29:12 GMT

@imjolly

The OP says "Moved into a new property", so presumably the past tense means the move has already taken place?

Although the question of what happened to any broadband service at the previous property is valid.

Do you guys have any control over the thread view, as it's hard work being in reverse. Seen it happen a few times now & even if the OP has selected something odd, that shouldn't affect the rest of us.

Re: 2nd line and Split account query

Queensferry10 — Sat, 09 Mar 2024 13:59:45 GMT

ok I tried changing the view - think thats it sorted.

yes a care company supports my relative and also supported the previous tennant. It's complicated because they say the internet is theirs. But the BT account was in the name of the pevious tennant. Theres been a delay in changing the accout over which we're trying to sort.

My relative moved in the other month. Their previous phone & broadband with a diufferent provider is fully cancelled.

They have moved into the new proprty woith the line and internet active. But now the phone is shutting off and so were trying to setup our own account. The internet that is aprently "seperate" and the consequences for us taking the line over im trying to understand

Re: 2nd line and Split account query

Queensferry10 — Sat, 09 Mar 2024 14:02:15 GMT

* My relatives previous phone/broadband at their previous address has been fully cancelled.

Re: 2nd line and Split account query

imjolly — Sat, 09 Mar 2024 14:13:02 GMT

order still wrong - not fixed

Re: 2nd line and Split account query

Queensferry10 — Sat, 09 Mar 2024 14:29:04 GMT

sorry i thought i fixed the view,

I can for myself - but if not logged in it reverts to the reverse layout.

Re: 2nd line and Split account query

Anonymous — Sat, 09 Mar 2024 14:50:14 GMT

I can't think of any way that a third party could order broadband on a line that isn't theirs. If the previous tenant was paying for then only they could order a service. Unless they had power of attorney in which case they would still be acting on behalf of the tenant.

Just to be clear, is the existing phone service that's been cut off with BT?

Is your relative being billed by the care company for internet access?

Is this 10Mb connection coming from a router plugged into the master socket, or possibly from WiFi only? If the former what exactly is the router? ISPs normally brand their routers, so that should give a clue if it's something other than BT.

I beginning to think that you need to formally write/email the care company asking for a full explanation of what their involvement is with internet provision & how that came about.

Re: 2nd line and Split account query

Queensferry10 — Sat, 09 Mar 2024 15:16:31 GMT

I believe that the previous tenant was fully supported by the third party - probably how you suggest.

Yes - the phone at the new property has stopped working and with BT - theres a dial tone but calls out and in wont connect. The internet still works though which is a puzzle. BT stated there was a payment issue which is why the voice has stopped.

To be clear - The line / internet isn't connected to my relative in any way as of yet. The service at the address they have moved has overlapped their move in date.

I have very limited info on the parameters of the existing setup ( data protection):

- The account name of the BT line was in the name of the previous tenant
- I know the voice has stopped due to payment but the internet is still active
- I'm being told the internet is seperate ( not the previous tenants )
- I only see one socket in the house ( bulky box on skirting) has 2 ports. A router is pluged into the data port which gives the internet. It's a general brand router.

Alot has happened in the last few weeks but I absolutely agree this is urgently needed to be addressed.

I'm stuck as the previous tenants account is not ours to cancel or get information from.

I suspect theres only one line at the propery providing the voice and data. Either both services are connected to the previous tenant and theres a misundrstanding going on. Or as stated on a previous post the whole setup is dated and theres 2 accounts on the one copper line - a voice account paid for by the previous tenant and a data account paid for by the care company.

A previous post states when we take the line over, any 2nd data account will be terminated.