Moving to new property.

[sirbenfro]

Hi, new here, so not sure I'm in the correct forum, so aplogies if I am.

Moving to a new build in a couple of weeks and obviously that'll mean a complete switch, I did email BT but never got an answer apart from the generated reply to say thay'd get back to me. I'm currently on FTTP and the new address only has FTTC, would it be a straight switch, or is it a different contract, different router? Also I will still be the same postal code area, would I be able to keep my current home telephone number? Grateful for any help, as I can't get any sense out of BT, thanks.

[Keith_Beddoe]

Welcome to this user forum. @sirbenfro

A lot of questions.

Which BT Home hub are you using at the moment, on FTTP?

If you have followed the BT Home move process, then the contract issue will be sorted. but you will still have to start a new 12 month phone line contract.

As for the phone number, do you have a separate copper line for your phone at the moment, or are you on fibre voice, where the phone plugs into the optical ONT?

The post code is not the issue, its the actual exchange that is important, but only if you are on a copper phone line.

[sirbenfro]

Thanks for that, I did just go through filling in all the online info and received this message, 

We're sorry but we can't process your order at this time. Please call one of our helpful advisors on 0800 800 150

We'll try that and see if we can glean anything, thanks.

[Keith_Beddoe]

That could be caused by one of two things.

You are moving from FTTP to FTTC.

There is no line routing yet for the new build.

I think this is going to be difficult to progress online, so I think it may be best to ask a moderator to take ownership.

Can you please confirm where your phone plugs into at the moment?

[sirbenfro]

Thanks again, we are definately on copper for the phone. Checking the area we are moving to (it's only about 2 mile away) they are using the same code as us, so guessing we can keep the landline. Would you know if switching from FTTP to FTTC means a different router and'or different contract?

[Keith_Beddoe]

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@sirbenfro wrote:

Thanks again, we are definately on copper for the phone. Checking the area we are moving to (it's only about 2 mile away) they are using the same code as us, so guessing we can keep the landline. Would you know if switching from FTTP to FTTC means a different router and'or different contract?

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Its not the dialling code that is important, it the physical exchange you are connected to that matters. Two miles could easily mean you are connected to a different exchange, so your number would not be available on that exchange.

You can lookup your current exchange here
https://www.dslchecker.bt.com/

Do not post your number.

Then using the address checker on that link, lookup your new address, and see if its on the same exchange.

As for the router, I did ask you which BT Home hub you have at the moment?