openreach rejecting order

[nickiG]

I moved house and tried to take my BT broadband and landline with me, put the home move order in all looked good, activation date came and went but nothing was working rang up to be told my landline wasnt added, set a new order activation day came .... nothing working again rang up it had been activated at my old address! set a new one up but am now being told openreach are rejecting it, any ideas on what I can do next? 

[Keith_Beddoe]

@nickiG 

Were you moving to a new build property?

[nickiG]

Hi, no its 6 years old, there is an active phoneline here so they only need to connect me at the exchange, the lady who lived here before me was with talk talk and says she closed her account at the end of feb and never had any problems. 

[Keith_Beddoe]

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@nickiG wrote:

Hi, no its 6 years old, there is an active phoneline here so they only need to connect me at the exchange, the lady who lived here before me was with talk talk and says she closed her account at the end of feb and never had any problems. 

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Its not as simply as that, because TalkTalk use their own equipment in the exchange.

When you say there is an active line, does it have dial tone on it, and if so, what happens if you dial 150?

[nickiG]

No the phonline has no dial tone it has a constant busy/engaged tone, When I rang BT to set the order up they said they couldn't take over the line then put me on hold for 20 mins and then said they had managed to do it, but this was a mistake as they had re activated it at my old address. They just say openreach are rejecting my order and that's that, so I'm wondering what do I do now, try another provider? or keep trying with BT even though they have attempted to connect me 3 times now, just confused as what to do? 

[Keith_Beddoe]

Then I would say that its not been disconnected from the TalkTalk equipment in the exchange, possibly due to an incomplete  cease order. That is why Openreach have probably rejected the order because the line still belongs to Talk Talk.

Not sure what to suggest here, as I do not think forum members can help with this.

I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

Please bear in mind that with the current crisis, it could take a long time for one of them to deal with your request.

[nickiG]

Hi, thanks I'm thinking with the busy tone I'm getting talk talk still own the line, that's why I'm thinking if I set an account up with talk talk they would be able to connect me? or would this not work? 

[Keith_Beddoe]

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@nickiG wrote:

Hi, thanks I'm thinking with the busy tone I'm getting talk talk still own the line, that's why I'm thinking if I set an account up with talk talk they would be able to connect me? or would this not work? 

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No, they would not be able to help, as you have an ongoing order with BT Retail. Talk Talk still use Openreach, so a cancellation order would have to be progressed and you could end up being charged for terminating any remaining part of your BT contract.

Under the current circumstances, you could be without service for a very long time if you did that.

Lets see what a moderator suggests.

[nickiG]

no BT said because they can't provide me with a service I'm no longer in contract with them, it was due to run out in may anyway, so moving to talk talk might be a way of getting openreach to stop rejecting my order as they still own the line. 

[Keith_Beddoe]

As this is a BT Retail Customer forum, I cannot really advise whether it would help, as some providers are not taking new orders at the moment.