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mckwxp
Beginner
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Message 1 of 12

Cannot choose activation date during BT broadband checkout

I'm going to move to a new home next month, so I'm trying to set up BT broadband online. While I do so, I realised that I cannot pick a start date / activation date for the broadband. Apparently I don't want it to start right away because there is still a month to go. How can I specify an activation date when I apply for broadband online?

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11 REPLIES 11
Keith_Beddoe
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Message 2 of 12

Re: Cannot choose activation date during BT broadband checkout

@mckwxp 

I don`t think you can. You need to wait until about 10 days before you move, and then place your order, as its likely to take at least that long for service to be activated.

Is it a new build property you are moving into, or is there someone living there at the moment?

Are you moving your existing BT Broadband services, or is this a new order?

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mckwxp
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Message 3 of 12

Re: Cannot choose activation date during BT broadband checkout

@Keith_Beddoe 

I'm a new customer. Someone is living there and they'll move out on 31st July, but I'll move in on the 11th August. If I were to place an order on, say, 1st August, is there a way to specify the start date, in order to ensure that the hub will be delivered after I have moved in?

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Keith_Beddoe
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Message 4 of 12

Re: Cannot choose activation date during BT broadband checkout


@mckwxp wrote:

I'm a new customer. Someone is living there and they'll move out on 31st July, but I'll move in on the 11th. If I were to place an order on, say, 1st August, is there a way to specify the start date, in order to ensure that the hub will be delivered after I have moved in?


I would suggest you place your order in about a weeks time, and it will be actioned as a Working Line Takeover. The existing owners will receive notification that someone wants to take over their line.

Its important that they do not stop this from happening, otherwise your order will fail, and you would then have to wait for their line to be ceased, which could take another 10 days.

If they have already placed a cease order with their own provider, then its likely your order will fail, as there would be a pending cease on the line, which would need to be completed.

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mckwxp
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Message 5 of 12

Re: Cannot choose activation date during BT broadband checkout

Perhaps I should add that the current occupier is using BT and their contract expires on 31st July. In that case, is a line takeover still needed? @Keith_Beddoe 

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JohnC2
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Message 6 of 12

Re: Cannot choose activation date during BT broadband checkout

Hi @mckwxp, thanks for your post and sorry you can't choose your activation date online. 

This may be due to the type of broadband you are getting connected with. Have a look at  How long will it take to get BT Broadband once I've ordered?
and it may be that you need to wait until the order is confirmed and then follow How to reschedule your appointment.

If you are still having issues or just want to be sure then it would be best to call in and speak with our home moving team and they'll sort everything for you.

cheers

John

Keith_Beddoe
Distinguished Sage
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Message 7 of 12

Re: Cannot choose activation date during BT broadband checkout


@mckwxp wrote:

Perhaps I should add that the current occupier is using BT and their contract expires on 31st July. In that case, is a line takeover still needed? @Keith_Beddoe 


It will still be a cease and re-provide, but it just reduces the waiting time.

Please follow the advice posted by @JohnC2 , as he is a BT Employee, and will offer more help if needed.

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mckwxp
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Message 8 of 12

Re: Cannot choose activation date during BT broadband checkout

@Keith_Beddoe @JohnC2

May I also ask when my contract will officially start, and when I will begin to be charged? Is it when my broadband is activated? If so, will I be charged for the period when I have not moved in yet? Can this be avoided?

Also, is it okay if I have not moved in yet when the hub arrives? I'm worried that it might be inappropriately disposed of. How can I ensure that the hub will arrive after I move in?

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Keith_Beddoe
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Message 9 of 12

Re: Cannot choose activation date during BT broadband checkout

You would not be charged until your service is activated.

Your home hub should normally arrive the day before activation, so you should be moved in by then.

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mckwxp
Beginner
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Message 10 of 12

Re: Cannot choose activation date during BT broadband checkout

@Keith_Beddoe 

So I just applied on BT for a broadband plan and now I see this message:

"Please note there is a pending cease on this line from the last provider. The transfer of Broadband will be on the same date as the cease"

Does that mean the transfer of broadband will happen on 1st August? I assume the cease will happen after the previous contract expires?

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