Cancelled Broadband Order

[stepod]

Hi. I am moving house and have ordered BT broadband for my new house, but this evening got an email stating the order has been cancelled with no explanation. How can I find out what's going on?

Thanks!

[Keith_Beddoe]

@stepod 

Is it a new build house you are moving into, or is there someone living there who is moving out?

[stepod]

And old house and someone is moving out, but the 'start date' is several days after they've gone.

[Keith_Beddoe]

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@stepod wrote:

And old house and someone is moving out, but the 'start date' is several days after they've gone.

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Its most likely they have asked their broadband service to be ceased instead of letting you takeover the line, which is what would normally happen.

If there is a pending cease on the line, then any order you place will fail, until their line it completely ceased, which could take up to 10 days.

They should have received notification that someone want to take over their line. They may have prevented it the first time, for some reason. But once your order is submitted again, when they are longer living there, BT should be able to takeover the line.

[stepod]

Ok I didn't know that - I'll call tomorrow and try and check. Thanks

[Keith_Beddoe]

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@stepod wrote:

Ok I didn't know that - I'll call tomorrow and try and check. Thanks

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It may be too late now, but if they have requested a cease, then they may be able to cancel it, and allow a Working Line Takeover to take place.

[stepod]

The current owner uses talk talk so in didn't think there would be a problem. I must say, it's a bit frustrating that I just get an email stating the cancellation with no advice or explanation though.

[Keith_Beddoe]

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@stepod wrote:

The current owner uses talk talk so in didn't think there would be a problem. I must say, it's a bit frustrating that I just get an email stating the cancellation with no advice or explanation though.

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Then as Talk Talk use the same Openreach network, the line takeover should be straightforward, assuming that the fibre cabinet is not full, and there is no waiting list.

You can check the status of the cabinet by using the BT Broadband Availability Checker, and entering the address details. Provided it does not show "waiting list" on the VDSL status, you should be fine.

https://www.broadbandchecker.btwholesale.com/#/ADSL

If it does show "waiting list" then your order will fail, as the existing connection would be ceased and given to the next order that is pending, which is unlikely to be yours.