Urgent advice needed on transferring phone / broadband to new flat

ssp212

Hello,

I am moving out of my current flat a week today and, if all goes according to plan, moving into a new flat on the following Friday. I currently have my broadband with O2 and my line rental with BT.

I was under the impression that I would be able to smoothly move my services over to the new flat simply by letting them know the moving dates.

The problems I have had so far are:

- O2 cannot arrange anything without a phone number or LORN number for the new flat
- BT cannot arrange anything or provide us with a phone number or LORN number because their system tells them there is no BT line at the new flat (the agency insists that there is)
- The letting agency have included "Not to change the telephone number without the written consent of the Landlord" as a term in the example contract (we haven't signed the actual contract yet) and have not been able to tell us anything about the phone number or current provider at the new flat

It really seems as if the agency or the landlady is being as obstructive as possible and after many emails and phone calls I have only managed to find out that the line is with Openreach (which presumably could mean anything) and got the feeling that we shouldn't really change or attempt to arrange anything at all before we sign the contract and move in. The agency say the "usual" thing to do is to ring BT once we have moved in and just say we want the line put into our name. This would avoid changing the phone number, but it would mean cancelling the account we already have with BT and being in limbo with our broadband until that is sorted out. BT have said that if we can find out the current phone number they can tell us more, but the agency seemed reluctant to do this.

I'm not sure what I should do now. I feel like cancelling my broadband and line rental and signing up again for new accounts once we have moved is the only option. I am worried about what is supposed to happen in the gap between moving out of one place and into the other. I find it hard to believe it is this difficult!

Any advice would be greatly appreciated!

Heinz

Could you not visit to measure up for curtains, be left alone in the flat long enough to have time to plug in a corded phone so you can dial 17070 to ascertain the exisiting line's number?

ssp212

Heinz wrote: »

Could you not visit to measure up for curtains, be left alone in the flat long enough to have time to plug in a corded phone so you can dial 17070 to ascertain the exisiting line's number?

I wish it was that easy!

Enterprise_1701C

Have you happened to notice any envelopes with names on laying around the flat? Other than that, the idea of dialling out on the line is a good idea, if you dial out to your mobile then you will have a record of the number. If the Letting Agent won't leave you alone in the room then I would be worried.

ssp212

Jane_Blackford wrote: »

Have you happened to notice any envelopes with names on laying around the flat? Other than that, the idea of dialling out on the line is a good idea, if you dial out to your mobile then you will have a record of the number. If the Letting Agent won't leave you alone in the room then I would be worried.

We have only been to the flat once. We probably won't get a chance to see it again until the day we move in. We live pretty far away and have no real reason (apart from this) to visit before the previous occupant moves out.

macman

Why can the landlady not supply the phone number?
If you have her number, ring her and ask for it.
But is it really wise to sign a binding 12m phone or broadband contract when you haven't even signed the lease yet? If it falls through, then you're going to be out of pocket.

ssp212

macman wrote: »

Why can the landlady not supply the phone number?
If you have her number, ring her and ask for it.
But is it really wise to sign a binding 12m phone or broadband contract when you haven't even signed the lease yet? If it falls through, then you're going to be out of pocket.

I'm not in direct contact with the landlady. I think it is her that is actually living there at the moment.

I think I'm going to just cancel everything I've got now and just start fresh once I've actually moved in. I just thought it would be a lot easier to transfer what I've already got!

Enterprise_1701C

At least by cancelling you can get the new customer offers, and get the best service for you at the new address rather than just transferring that which you already have. Take time now to look around to see what is available there,.

macman

ssp212 wrote: »

I'm not in direct contact with the landlady. I think it is her that is actually living there at the moment.

I think I'm going to just cancel everything I've got now and just start fresh once I've actually moved in. I just thought it would be a lot easier to transfer what I've already got!

Look her up in the phonebook?
Cancelling means that you will have to pay an ETC on both your existing contracts. unless you are out of minimum term. And possibly a reconnection charge if the outgoing tenant cancels the existing service.

Mark_In_Hampshire

Is it a brand new flat? Typically the line is actually plumbed in when the first resident orders it.

The landlord has no right whatsoever to tell tenants not to change supplied services and that extends to telephone numbers as well.

Besides, that isn't something you can actually control. The only way you can guarantee that won't happen it not to have a telephone service at all. The line cannot be "put in your name" - the agency is wrong on that. Moreover, the number of the line will be assigned when it is connected and it won't necessarily be the same as the one it has now, if indeed it is actually connected at all. So you should strike that part of the contract through and sign against it before returning it and attach a covering note to say you do not accept that term. It's actually farcical, as if I were renting a new place, I would want a different number to a previous tenant to avoid getting calls for them.

O2 need the line number to set up the broadband. One option would be to simply give the line rental and the broadband to O2 and leave them to sort it all out - it can be put through as a simultaneous provide. Believe O2 charge £85 for that, don't know what BT charge/quote to set the line up but beware of discounted offers or free connection which comes with a contract much longer than the rental lease.

I'd suggest that you formalise that bit of the terms with the letting agency (show them this post if you like) then pick whoever you want to do the line rental and broadband and get them on the case, just leave it to them. If the BT database insists there is no line, then presumably there will be a connection charge to set it up from anyone you use. The service cannot be "moved" from where you are seamlessly in such a case.

If you went with O2 for both services perhaps they can organise the "new" line and "move" the broadband to it.