Cease request on BT phone line

[nicholascrinson]

We've got a problem with what seems to be a PSTN cease order (for June 2026)  showing on one of our customers phone line, which is preventing them from migrating the service .  Customer has contacted BT Retail however they have not been able to help and the customer doesn't know what else he can do.

Does anyone have any suggestions on how to get BTretail to look at this sort of issue? (email address for this sort of query for example)

[Katie_B · Accepted solution]

Good morning @nicholascrinson.

Thanks so much for coming here. 

Has your customer been able to contact our BT call centre connections team?

They will be able to look at any cease orders in further detail. 

The number to call is 0800 800 150

Katie

[nicholascrinson]

Customer has contacted them (and this time they said it would be removed within 48 hours on Thursday (but its still not removed, and when he calls back hes getting told there is no issue again!)

[Katie_B]

Hi @nicholascrinson. 

There is no account access here on the community. 

The account holder would need to contact our customer care team who can discuss this further. 

Katie

[nicholascrinson]

Thanks anyway.  Customer says hes opening a dispute resolution complaint after speaking to the ombudsman, so we'll see how that goes.