previous tenants haven't cancelled their contract

[georgestea74]

Hello there,

I have just moved into a property last night and today I have tried to get a broadband package from BT. After failing to do so online, I have called them and they told me that there already is a connection to the apartment so they cannot do anything until it is canceled. Apparently, the previous tenants haven't cancelled their contract yet, so I have been told that there is nothing I can do until they cancel their contract. I have called the letting agency to let them know, and I have been told that the only thing that they can do is to e-mail the previous tenants, but they cannot guarantee that they will respond. This means that it is possible that I will not be able to do anything to get connected for the whole tenancy agreement (as we have rented the property for 6 months). Is there anything that I can do to bypass this problem and maybe get a second line to the apartment? Both me and my partner are professionals constantly in need of internet, so we really need a good, stable conection.

Thanks

[georgestea74]

Hello there,

I have tried getting a broadband package today, but everytime I go to checkout the following message pops up. I have tried calling the above number but I was put on hold and then the connection was cut out, without anyone contacting me again for more than 30 minutes. Any idea why I am not able to get to buy the package?

Thanks,

George

We're sorry...

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

BT BROADBAND AVAILABILITY CHECKER Address private, private, **edited** MANCHESTER, M16 9HW on Exchange TRAFFORD Featured ProductsDownstream Line Rate(Mbps)Upstream Line Rate(Mbps)Downstream Range(Mbps)WBC FTTP Availability DateFTTP Install ProcessOther Offerings Availability Date WBC FTTP Up to 1000 Up to 220 -- Available 1 Stage   VDSL Multicast -- -- -- Available --

Our records show the following FTTP network service information for these premises:- Multi Dwelling Unit Residential UG Feed with no anticipated issues. ONT exists with active service. A spare port is available. Network is at capacity so a new ONT cannot be ordered. For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage. This line is on a Market B Exchange. In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values. Throughput/download speeds will be less than line rates and can be affected by a number of factors within and external to BT's network, Communication Providers' networks and within customer premises. Please note that postcode and address check results are indicative only. Most accurate results can be obtained from a telephone number, NAD, UPRN or Access Line ID (ALID) check. Note: If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service. Thank you for your interest.

[conrad]

You need to ring the FTTP specialist line  0800 587 4787

[georgestea74]

Why is that? And tell them what?

[conrad]

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@georgestea74wrote:
Why is that? And tell them what?

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You will be buying a FTTP product and they are the people who deal with that , sales and subsequent problems (if any). The usual BT operatives won't be able to help and will border on being clueless as they only know about FTTC.

You will be able to order Superfast 55/10 and 80/20  or Ultrafast  160/30 and 300/30 (think these are the speeds).

Just ring them and discuss what you would like to purchase.

[Danathan]

If it's a fibre to premises connection, you may have a problem. Is your agent unable to contact the outgoing party? It's unlikely they will continue to pay for a service they are not using, so it'll probably  get disconnected in their name sooner or later anyway.

[georgestea74]

The agency told me that the best they can do is to e-mail them. I may call them back and ask them to call them directly, as it might be faster than waiting for an e-mail. It is a big inconvinience for us, due to the nature of our jobs. The thing is, we had a viewing on the 14th of this month, and the flat was empty, so I would assume they had been gone for at least a few days. Since then, there have been around 3 weeks in which they haven't cancelled, which concerns me. I cannot believe that there is nothing I can do to get an internet connection, this seems outrageous..

[Keith_Beddoe]

Normally it should not stop you taking over the line, as once you place the order, a letter will be sent to the current owner of the connection, saying that someone want to take over your line. You would have to do this by phone, and request a working line takeover.

They then have 10 days to respond and stop the takeover, otherwise BT can take over the connection and allow your order to proceed.

This may not be the case for FTTP, so you could have problems.