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Cease request on BT phone line

nicholascrinson — Thu, 22 Jan 2026 17:52:32 GMT

We've got a problem with what seems to be a PSTN cease order (for June 2026) showing on one of our customers phone line, which is preventing them from migrating the service . Customer has contacted BT Retail however they have not been able to help and the customer doesn't know what else he can do.

Does anyone have any suggestions on how to get BTretail to look at this sort of issue? (email address for this sort of query for example)

Re: Cease request on BT phone line

Katie_B — Fri, 23 Jan 2026 10:27:47 GMT

Good morning @nicholascrinson.

Thanks so much for coming here.

Has your customer been able to contact our BT call centre connections team?

They will be able to look at any cease orders in further detail.

The number to call is 0800 800 150

Katie

Re: Cease request on BT phone line

nicholascrinson — Tue, 03 Feb 2026 11:24:51 GMT

Customer has contacted them (and this time they said it would be removed within 48 hours on Thursday (but its still not removed, and when he calls back hes getting told there is no issue again!)

Re: Cease request on BT phone line

Katie_B — Tue, 03 Feb 2026 13:47:55 GMT

Hi @nicholascrinson.

There is no account access here on the community.

The account holder would need to contact our customer care team who can discuss this further.

Katie

Re: Cease request on BT phone line

nicholascrinson — Tue, 03 Feb 2026 14:06:44 GMT

Thanks anyway. Customer says hes opening a dispute resolution complaint after speaking to the ombudsman, so we'll see how that goes.