This topic

2 different broadband accounts ( one is an annexe) one wants to switch but both receive leaving text

Gshep3133 — Tue, 10 Sep 2024 16:43:02 GMT

Both properties 31 and 31a currently have BT broadband. My relative in31 wants to switch broadband to Sky. We have both received texts saying sorry you are leaving but i don't want to leave bt I have spoken to bt call centre but have still received more texts saying I'm leaving. I am really confused please help.

Re: 2 different broadband accounts ( one is an annexe) one wants to switch but both receive leaving

pippincp — Tue, 10 Sep 2024 18:37:12 GMT

Does the Royal Mail database list both 31 and 31a as addresses? What address is your BT bill/account registered as?

Re: 2 different broadband accounts ( one is an annexe) one wants to switch but both receive leaving

Gshep3133 — Tue, 10 Sep 2024 19:48:19 GMT

Royal mail and electrol register has both addresses on database. I rang sky but they said they can't split the incoming line but we have separate telephone numbers, account numbers and names.

Re: 2 different broadband accounts ( one is an annexe) one wants to switch but both receive leaving

Rach_H — Wed, 11 Sep 2024 07:47:17 GMT

Hi @Gshep3133,

Welcome to the Community!

We don't want you to have to worry about losing your line. Did the team advise that the cancellation wasn't showing on your account, when you spoke with them?

Rach

Re: 2 different broadband accounts ( one is an annexe) one wants to switch but both receive leaving

Gshep3133 — Sun, 10 Nov 2024 13:27:27 GMT

Just to update the situation. Both accounts have been terminated - mine without my knowledge. When I rang to confirm I did not want to leave I upgraded to the new halo hub. When the other account finally switched 31/10 to sky after technical difficulties I lost telephone and broadband the same day. I still have no broadband or landline just an emergency mini hub. No one told me the original order was cancelled or that my account would be closed. I also don't know when the mini hub will stop working. When I spoke to John from the connections team he told me I would need to open a new account and would lose my telephone number. I have raised a complaint

Re: 2 different broadband accounts ( one is an annexe) one wants to switch but both receive leaving

imjolly — Sun, 10 Nov 2024 13:46:32 GMT

what broadband connection do you currently have - fibre to street cab and copper to home or fibre direct to home? if the former (FTTC) are you served by one cable which is then split to provide broadband to both addresses?

Re: 2 different broadband accounts ( one is an annexe) one wants to switch but both receive leaving

Gshep3133 — Sun, 10 Nov 2024 15:31:08 GMT

I believe fibre to street cab and copper to home as the open reach engineer went to the end of the road to have a look. Im not sure about wether it is one line split into 2.

Re: 2 different broadband accounts ( one is an annexe) one wants to switch but both receive leaving

imjolly — Sun, 10 Nov 2024 15:35:01 GMT

is the incoming openreach cable overhead from pole or underground when entering your home. is the new SKY connection the same or is that fibre to the home (FTTP)?

Re: 2 different broadband accounts ( one is an annexe) one wants to switch but both receive leaving

iniltous — Sun, 10 Nov 2024 17:49:40 GMT

The original error was made by your relative in No 31 or by Sky , either your relative or Sky selected your address , 31a as the service to change ,not No 30 , there is no longer the old NOT ( notice of transfer ) system where the old provider can in effect cancel the order made in error or maliciously by another provider , the new OTS ( one touch switching ) system may not have the same safeguards for these type of mistakes.

Obviously BT , if you advised them that your neighbour/ relative or Sky have made a mistake and somehow used your address and you didn’t want to move your service to Sky , should do something, ( you would hope that a mechanism exists on this OTS system to stop that ) , but perhaps if Sky persevered, ( because they don’t know the address was incorrect unless your neighbour/relative tells them ) , kept on trying to take over the wrong address , then this may have been inevitable

Re: 2 different broadband accounts ( one is an annexe) one wants to switch but both receive leaving

Gshep3133 — Mon, 11 Nov 2024 07:49:03 GMT

Mine is from overhead cable I'm not sure about the sky connection, sorry