Home move problem! Same exchange and postcode.

[milgo]

Hi, wondering if any wise heads can offer any suggestions as to how I can get a home move completed?  Moving house, keeping my line number and BT fibre broadband.

Placed a home move order online a couple of months ago, 3 weeks prior to moving home.  The new home being in the same postcode and connected to the same exchange.  I have now placed 6 orders in total for this move, all but the 1st order has been done with a BT advisor on the phone.  Each and every order auto closes after approx 6 days saying that you have asked us to cancel your order!  Nobody at BT knows why this is!

We have now been in our new home for nearly 2 months, still trying to get our services transferred.  Luckily the new home has a fibre connection already provided by P***net.  This connection is in my name and I am the bill payer.

Any ideas how this could be progressed to completion please?

Thanks

[imjolly]

si if the home move from previous home goes ahead will that be in addition to the existing Plusnet connection?

[milgo]

No not an addition.  I want my existing BT connection to replace the connection at the new address.

[imjolly]

so it is a working line takeover and that is probably why problems as not a simple home move where there is no existing connection

[milgo]

Surely with the majority of home moves there has been a previous occupier with a working phone/internet connection!

[imjolly]

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@milgo wrote:

Surely with the majority of home moves there has been a previous occupier with a working phone/internet connection!

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normally the existing phone connection would have been disconnected by the people moving out but that is not the case with you  

[milgo]

Okay, so would you suggest cancelling the phone and fibre at my new address, then requesting a home move from BT?

At no time since my 1st request to move home have BT suggested or requested this! 

In your opinion, How is best way to do this to minimise my time without an Internet connection?

Thanks 

[milgo]

So based on what you say, the new occupiers of my old address will not be able to get setup with phone and internet?!

How long will this chain continue?  It makes absolutely no sense to me!

I'm glad that gas and electricity appear to work differently for obvious reasons

[Carlusha]

I suggest you get in touch urgently with PlusNet and explain the previous occupants of your new abode have left and you do not wish to have their business.

The "move" surely, can only take place if the previous connection at the new address has been stopped. The previous occupant(s) must have failed to advise PlusNet of their move which is, shall we say, rather naughty! PlusNet will most likely require payment for the use of their broadband offering  (and phone, if applicable) .

[milgo]

Hi,

Thanks for the reply. 

Just to clarify, as well as being to new address occupant I am also the new address previous occupant.  I was led to believe that connections were led by the new provider so I informed BT that I was moving house.  I did receive contact from Plusnet to say that BT was wanting to take over the line and I replied confirming that this was correct.

On speaking with BT I have queried whether I should have made Plusnet aware that I wanted to cancel the service at the new address and was told no, as this could result in the new address service being cancelled before BT could move my service over.