we're sorry based on the checks we performed we cannot proceed with your order at this time

[Johnc1967]

existing bt customer with no credit issues. on phone with bt ordering a new broadband package (previously with different provider) and salesman got this message.

staff don't understand why.

Anyone any ideas?

[Keith_Beddoe]

@Johnc1967 

There is possibly an Openreach capacity issue.

Use the address checker on the page below, and post the results, but edit out your address details first.

https://www.broadbandchecker.btwholesale.com/#/ADSL

[-Richie-]

Existing BT customer or returning Ex BT customer ? rejoining BT will mean a new hard credit check, phone and broadband might go through, possibly with a deposit required, anything extra like TV might not.

If it was capacity you'd be offered another product such as ADSL until capacity was available.

[Johnc1967]

 

[Johnc1967]

existing bt customer paying for landline and bt sport every month. works broadband already at the premises being replaced so thought it would be a quick call.

ended up they told me my equifax credit check had shown I had defaulted elsewhere which is nonsense.

So I've spent the last half hour opening an equifax account, accessing my credit score to find its as good as it can get. No issues. Maybe they just wanted me off the phone - call had lasted 72mins from a non bt mobile.

thanks for your reply

[Keith_Beddoe]

works broadband already at the premises being replaced so thought it would be a quick call.

@Johnc1967 

What do you mean by that, is it a BT business connection?

[Johnc1967]

no its not a bt business connection. My broadband has been provided by my business, via Novosco (now part of Telefonica) up until now and I am coming out of the works solution.

as i said thought it would be a simple transition...

[Keith_Beddoe]

If you are continuing to use it for business use, then you would need a BT Business account, not a residential one. Perhaps the credit check was done on your business? 

[Johnc1967]

no, retiring at end of year so its a personal account.

Business not mentioned so there would be no link to same but its a large business with no debt so again cant see how that would be the issue.

pretty stumped to be honest.

Limited other options, didn't want sky but might have to go there.

[Keith_Beddoe]

All providers run credit checks, so you may have the same issue with Sky.

There has to be a reason for the order failing. Has the old connection now been fully ceased, or is there a pending cease which is preventing you from taking over the line?