Moving house but.. "We're sorry, our records show that there is an outstanding order on this line."

[ostavz]

Anyone had "We're sorry, our records show that there is an outstanding order on this line." whilst trying to use the "move help" option. 

I am moving house in a few weeks time so thought I would make sure broadband was set up and everything was ready to go with an engineer visit on or just after 6th. However its showing as there already being an outstanding order on this line?

The new house has a deceased previous owner, and relatives have cancelled the account way back in April? So shouldn't be a problem?   Help

[JohnC2]

Hi @ostavz, welcome to the forum and thanks for posting. Sorry that you are getting this message when you try to place your home move online. It would be best to call us on 0800 800 150 and speak with our home movers team and they'll be able to help you arrange the move and explain and open order if required.

cheers

John 

[ostavz · Accepted solution]

Thanks John, 

Did just that and is now all sorted. Think an internal system was confused, the previous account at this address had not been ceased properly. Once closed I could then use the "move" tool to complete my order.

Thank you again!