This topic

Moving Into a Home That Already Had BT

birdy1978 — Wed, 13 Aug 2025 10:52:34 GMT

Hi All,

We are moving home on 20th August. When trying to place an order it states there is an existing provide open order on your account.

I assume this is because the current people living there have an account closing down, as we know they are with BT.

It states we can place an order from 21st August.

Does anyone know how quickly it is likely to be set up? Is it a simple case of they can make the service active instantly remotely, and we just need to wait for the hub and account details to be posted to us, and once plugged in a set up we should have broadband instantly?

Many thanks.

Re: Moving Into a Home That Already Had BT

gg30340 — Wed, 13 Aug 2025 11:45:04 GMT

The open order is on your account not the other person's account.

Call BT Billing 0330.1234.150 to see if they can have the order removed or at least explain what it is for.

Re: Moving Into a Home That Already Had BT

Kodikid — Wed, 13 Aug 2025 13:42:29 GMT

Your patience is an inspiration...

me ,I'd tell them sod it Im off to a isp that actually wants my business

Re: Moving Into a Home That Already Had BT

birdy1978 — Wed, 13 Aug 2025 15:02:00 GMT

Hi,

Called and apparently the open order is becasue the line is pending cancellation as the current home owners are closing their BT account.

This is pending for 20th August which is our sale completion date and we can't place an order until 21st August.

But could be a few weeks before it goes live.........

Would we be better getting a diff provider who can try to activate on the actual 21st?

Reason for choosing BT is becasue apparently fibre and speed are not great in the area we are moving to. Norwich, NR13. So thought be quicker amd easier to go with the current provider. Guess not!

Re: Moving Into a Home That Already Had BT

licquorice — Wed, 13 Aug 2025 15:15:01 GMT

It will be the same Openreach line and speed whatever provider you choose.

Re: Moving Into a Home That Already Had BT

gg30340 — Wed, 13 Aug 2025 15:15:35 GMT

Are you presently a BT customer and if so are you using the Home Move procedure?

If you are a BT customer and still in a fixed term contract if you cancel your BT account you will be hit with cancellation fees.

Re: Moving Into a Home That Already Had BT

birdy1978 — Wed, 13 Aug 2025 15:22:00 GMT

Hi,

No not with BT.

With a provider who cannot offer a port, so will be starting as a new customer

Just tried to see plusnet sign up and activation date is 28th Aug. Perhaps I should have done this sooner.

Just assumed could get up and running quick by going BT as the current provider for the current owner.......

Re: Moving Into a Home That Already Had BT

gg30340 — Wed, 13 Aug 2025 15:35:58 GMT

It is Openreach that provide the fibre service to all broadband companies unless there is an AltNet company available which uses its own infrastructure. This means that you will be working to Openreach's schedule for the provisioning of fibre which will be the same for all providers. ie first come first served.

Re: Moving Into a Home That Already Had BT

Kimberlin — Wed, 13 Aug 2025 15:43:38 GMT

@birdy1978

I can literally see this turning into a right pot mess if you try and do anything before you move into the property.

If I were in your situation, I would wait until the house contract is completed and then place an order. Whether that is with BT, Plusnet or any other ISP, that’s obviously for you to decide. All I would say is, evaluate your needs properly and think carefully before you sign up to anything. Look at what’s on offer, cheapest isn’t always best etc.

Re: Moving Into a Home That Already Had BT

birdy1978 — Wed, 13 Aug 2025 16:05:17 GMT

@Kimberlin Thanks

We have completion and move date of 20th August confirmed.

So do you think it would be wiser to let the current owners order close and for us to wait to make an order until we are in the property on 21st instead?

Assuming outgoing and incoming order at the same time may mess things up and make it even more difficult to go live?

Appreciate your help

Thanks.

Re: Moving Into a Home That Already Had BT

licquorice — Wed, 13 Aug 2025 16:07:00 GMT

I suggest you talk to BT and ask them. Anything posted here is just conjecture by customers.

Re: Moving Into a Home That Already Had BT

birdy1978 — Wed, 13 Aug 2025 16:13:53 GMT

@licquorice Hi. I did and they confirmed I can't place an order with them until 21st. Once current owner account ends day before.

And could still be 2 or 3 weeks for activation from then.

Thinking might get a data only monthly mobile broadband sim to plug the gap and decide once moved in.

Thanks.

Re: Moving Into a Home That Already Had BT

Kimberlin — Wed, 13 Aug 2025 16:16:03 GMT

@birdy1978

I can only state if it were me in the same situation, I would wait until the previous homeowner account is confirmed closed and only then would I initiate a new contract with whoever that may be.

If you wish to engage with BT, then that is your choice. There’s plenty of great deals going on out there.

Best of luck 👍

Re: Moving Into a Home That Already Had BT

gg30340 — Wed, 13 Aug 2025 16:23:56 GMT

When moving house most people order their broadband prior to occupying the "new" property and it should make no difference which provider you are going for or whether the present occupier has broadband or not so I fail to see why BT say you can not order until they have left.

Because you have left it this late it may mean a wait for up to a couple of weeks but that is the normal amount of time that BT quote. It could be less. Obviously your start date can not be until the present occupier has vacated the property.

If the BT systems or by calling BT lets you order now then just do that if that is what you want. You will be asked for a start date at that point and you will be offered that date or something as close to it as possible.

As @licquorice has stated. You are best to call BT to place an order and they will give you the correct information regarding time scales.

EDIT: I see that you have called BT already. I would call them again to see if you are getting the same answer and if it is ask for an explanation why you can not order it now with a start date after the present occupier has moved.