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LWnowLM
Beginner

on ‎27-10-2021 22h03

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Message 1 of 10

Phone and broadband problem

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I’ve just bought a house, tried to set up bt and had my order cancelled. Something to do with the previous owner.  I called and they said they tried to take over the line but was told no.

I have tried again online but it says again they can see a working line connected at the property so it looks like they would try the same thing again. How do I get past this please?

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LWnowLM
Beginner

on ‎27-10-2021 22h06

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Message 2 of 10

Re: Phone and broadband problem

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I should add that I don’t need a landline necessarily 

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Keith_Beddoe
Distinguished Sage
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‎27-10-2021 22h10 - edited ‎27-10-2021 22h11

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Message 3 of 10

Re: Phone and broadband problem

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The current owners need to allow the line takeover to take place, assuming you have agreed to move in on that date. Its called a Working Line Takeover.

If they block the takeover, then your order will fail again.

You still need a line to supply broadband, but you do not have to take up the offer of a phone number.

 

LWnowLM
Beginner

on ‎27-10-2021 22h17

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Message 4 of 10

Re: Phone and broadband problem

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Thank you.  Does this mean that if I apply for broadband only this could still fail? 

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imjolly
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Distinguished Sage

on ‎27-10-2021 22h30

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Message 5 of 10

Re: Phone and broadband problem

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Yes as you need the landline to get broadband. You package just does include facility to make or receive calls



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licquorice
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Distinguished Sage

on ‎27-10-2021 22h30

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Message 6 of 10

Re: Phone and broadband problem

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Yes, it makes no difference.

LWnowLM
Beginner

on ‎28-10-2021 7h21

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Message 7 of 10

Re: Phone and broadband problem

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But what if the owner of the line keeps saying no even though I own the house? 

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Keith_Beddoe
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‎28-10-2021 7h25 - edited ‎28-10-2021 7h25

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Message 8 of 10

Re: Phone and broadband problem

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@LWnowLM wrote:

But what if the owner of the line keeps saying no even though I own the house? 

If you have moved in, then why would they still keep paying for their phone service, if they are not living there? They would keep getting billed by their provider.

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LWnowLM
Beginner

on ‎28-10-2021 7h34

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Message 9 of 10

Re: Phone and broadband problem

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I agree with the sentiment, but practicality-wise, where would I take this if it happens again? It’s a private road so Virgin do not supply.

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Keith_Beddoe
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on ‎28-10-2021 7h41

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Message 10 of 10

Re: Phone and broadband problem

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@LWnowLM wrote:

I agree with the sentiment, but practicality-wise, where would I take this if it happens again? It’s a private road so Virgin do not supply.

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, they will no longer be living there, so BT should be able to takeover the line.