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Stubugs
Beginner
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Message 1 of 10

Re: Gold / silver / bronze address keys explanation.

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I had a very similar response when last week I tried switching to NOW broadband/telephone from BT. When I complained that I was being prevented from switching I think BT did something with Openreach and on my return to the NOW centre today I was told that they could now see a GOLD address for my home. However, they then appeared to discover that BT had some sort of BLOCK or CEASE instruction on my line which is preventing the switch. Can BT do this? Why would they need to do it? Can I pusue the issue elsewhere? I'm getting nowhere with BT!
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9 REPLIES 9
Keith_Beddoe
Distinguished Sage
Distinguished Sage
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Message 2 of 10

Re: Gold / silver / bronze address keys explanation.

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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.

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NeilO
Moderator
Moderator
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Message 3 of 10

Re: Gold / silver / bronze address keys explanation.

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@Stubugs welcome to the community and thanks for posting. I'm really sorry to see you're having problems switching providers.

Have you made arrangements to cancel your BT services prior to requesting service with your new provider? A working line can only be taken over if there there are no stop orders in place.

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Stubugs
Beginner
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Message 4 of 10

Re: Gold / silver / bronze address keys explanation.

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I haven't cancelled my BT account yet. Should I have done before attempting to start a switch?
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Keith_Beddoe
Distinguished Sage
Distinguished Sage
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Message 5 of 10

Re: Gold / silver / bronze address keys explanation.

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@Stubugs wrote:
I haven't cancelled my BT account yet. Should I have done before attempting to start a switch?

No, @NeilO  was just making sure that you hadn`t, as that would stop the transfer.

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Stubugs
Beginner
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Message 6 of 10

Re: Gold / silver / bronze address keys explanation.

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Thanks
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NeilO
Moderator
Moderator
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Message 7 of 10

Re: Gold / silver / bronze address keys explanation.

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@Stubugs Many thanks for clarifying that for me, as @Keith_Beddoe said don't cancel the BT service as that will stop your new provider taking over the line.  

I'll send you a Private Message  in a few moments with details on how you can get in contact with the mod team, we'll be happy to take a look at our side to make sure there is nothing wrong with the address records that could be causing a problem with the transfer.

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DanielS
Moderator
Moderator
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Message 8 of 10

Re: Gold / silver / bronze address keys explanation.

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Hi @Stubugs,

I called your contact number but missed you Smiley Happy

I can see that you've got your order in place and all is ok now.

If you ever need any other help please feel free to drop us a line.

Have a great day

Thanks

DanielS

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Stubugs
Beginner
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Message 9 of 10

Re: Gold / silver / bronze address keys explanation.

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Thanks! Now sorted.
DanielS
Moderator
Moderator
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Message 10 of 10

Re: Gold / silver / bronze address keys explanation.

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You are very welcome @Stubugs.

I'm happy everything has been sorted for you.

Take care and all the best in the future Smiley Happy

Thanks

DanielS

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