Problems with new BT package activation

[pjgtech]

Hi guys, so I bought a house and in we are moving on 28/9/21, I ordered BT package (BB, TV, Phone) Yesterday, to be activated on 1/10/2021. T

But....today BT emailed stating it will now not be activated until 13/10/21. This is unacceptable to me as I placed the order based on early activation. I work from home lots (as an employee) so I need a reliable Broadband connection at home.

I rang BT customer services (0800800150 - today) and they advised they would check, which they did, they then came back and said there is a "cease" on the property, they cannot connect me until the "cease" is stopped, eg: existing customer requested disconnection date of 13/10/2021. They also advised that apparently BT cannot override this without the existing customers permission.

The advisor then told me to connect my own BT equipment to the (old) existing connection, and it "should" work as old connection will still be live until 13 Oct.

Now, to me if BT knows a customer is moving out (Existing) & a new customer is moving in (me) on the same date (28th Sept 2021) why are they still allowing an old connection to stay "live" after this date? which stops me from getting a new connection?

I have just emailed the existing owner/ BT customer  and he advised me that he was told by BT that he has to give 30 days notice, hence the disconnection date of 13th Oct!

So I am now in a loop, where I can't get a new connection on my preferred date due to BT allowing an old connection to stay live, even though they know the old customer is moving out (he has notified them) and they know there is a new customer moving in (me, cos I have placed a new BT order)!

Sorry but that is just totally bonkers, poor service, stupid procedures,  etc, etc!

This is my first time with BT, and it has not got off to a good start, I am seriously considering cancelling and finding another BB provider if this is how BT operate?

[garybs29]

This is not BT's issue, this is how it works no matter who the broadband supplier is. In this situation the current occupier should not be placing a cease order but should let the working line takeover do the work

[pjgtech]

Thanx for the reply, so how do I resolve this?

[garybs29]

If you could get the current occupier to cancel their order to stop the services you should then be able to place another working line takeover order but there is usually a 2 week turnaround for those as well given the communication that has to be sent

[pjgtech]

But this seems to be a procedural problem, the existing customer was told he has to give 30 days notice (even if he is moving out in less than 30 days). Hes just done what he was told to do by BT. He has to give notice as he is moving out. How can he now cancel that request, he is still moving out, and he would still need to give notice, its a bloody stupid system if you ask me...

[garybs29 · Accepted solution]

That's where the working line takeover process comes in, your order would takeover & cancel his services down on the line automatically with no need for 30 days notice, if they mentioned that you were moving in when calling BT I'm unsure why a cancellation order would have been placed to be honest