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Message 1 of 12

Cease on the phone line

Hi guys, 

But of a weird problem, I'm a new tenant (july 20) and I'm unable to use my phone line due to a cease order on the line.  The previous tenants were with BT and have checked twice now to confirm their order was cancelled correctly. 

 

I've tried plusnet and nowtv, both were unable to activate my line so I tried BT.  BT said they could sort it, two days later my order is cancelled because of the cease order.

 

BT have said they will have to install a new line as they cannot remove the cease, this seems ridiculous as the line is perfectly fine.

 

Has anyone ever come across something like this before? It's been almost 4 months now and no progress.

 

Thanks

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11 REPLIES 11
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Message 2 of 12

Re: Cease on the phone line

@parkersimon84 

Welcome to this user forum

Until the cease on the line is complete, you will not be able to place an order with any provider.

Who are you wanting to place your order with?

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Message 3 of 12

Re: Cease on the phone line

Hi Keith,

 

Thanks for the reply, do you know how long that might take? It's been 6 months since the last tenant cancelled their order.

 

At the moment I would happily go with any provider, I'm that desperate. 

 

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Message 4 of 12

Re: Cease on the phone line


@parkersimon84 wrote:

Hi Keith,

 

Thanks for the reply, do you know how long that might take? It's been 6 months since the last tenant cancelled their order.

 

At the moment I would happily go with any provider, I'm that desperate. 

 


This forum can only help, if you are placing an order with BT Retail. If you wish to proceed, then place your order with BT Retail and make sure you keep a record of the order number.

If it fails to progress, then a forum moderator can be asked to help. They can only help with BT Retail orders that have been placed, and not with any other provider.

If you decide to choose a different provider, then you would have to post on their user forum.

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Message 5 of 12

Re: Cease on the phone line

Thanks for that, I had an order with bt and it was automatically cancelled due to the cease, if I re order, it will be cancelled again.  

 

BT put the cease order on the line from the previous tenants, I don't understand where I can go to get that order removed if BT can't get around it themselves?

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Message 6 of 12

Re: Cease on the phone line


@parkersimon84 wrote:

Thanks for that, I had an order with bt and it was automatically cancelled due to the cease, if I re order, it will be cancelled again.  

 

BT put the cease order on the line from the previous tenants, I don't understand where I can go to get that order removed if BT can't get around it themselves?


No, place the order again, then if it fails, one of the moderators can investigate, as there has to be a reason. If it was a BT customer then there may be an outstanding task stuck in the system which can be manually closed.

It may be possible for one of the moderators to track the order from the start,

When did BT raise the cease order on the existing connection from the last tenant?

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Message 7 of 12

Re: Cease on the phone line

Ok, I will try again with BT.

 

Previously I've had 6 orders with plusnet and 4 with nowtv cancelled.  I'm not 100% on the date for the previous tenants closure but I moved into the property in July and the estate agents said they had cancelled their order sometime in May.

 

The previous tenants have checked twice and are kind of annoyed at being asked about this anymore.

 

Thanks

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Message 8 of 12

Re: Cease on the phone line

Please keep this thread updated with your progress, as it will enable moderators to advise further.

I assume you are just ordering the phone line first, as if you had ordered both before, then it may have been the broadband part that failed due to capacity issues.

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Message 9 of 12

Re: Cease on the phone line

@parkersimon84 

I have been advised that BT would not be able to look at the details of any existing cease, as it would belong to another customer.

You will need to place your order for a new line, and broadband if that is what you want as well. The cost would have been the same anyway, as its usually covered if you place both a phone and broadband order together.

That appears to be the only option open to you.

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Message 10 of 12

Re: Cease on the phone line

Yes, I think I've realised this now.  Thank you for helping out!

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