BT home move

mrsmchapman

Morning

We completed on our house back in June, called Bt and they suspended our account until 31st July to reconnect to our new property unless we called earlier. They gave us a home telephone number.

Anyhow we call them and state we will be taking over the house July 19th and they state connection will be made that day and also broadband will be connected again they gave us the home telephone number.

We receive an email stating connection 31st July, a home number we don't have record of and also a contact number which was our previous home cancelled 7 weeks ago.

I call them and they've no idea what I'm talking about and can't seem to understand I'm moving into a house and many details are wrong.

So they then try a line test, which I state I don't live there and the current owner as an existing line, they come back its working fine...aargh I know this!

So then after 20 mins and several times of being disconnected I'm told that my order is cancelled the new number on the email is indeed our new line number and they number they have us originally is infact the owner who lives there currently. They advised I can't place an order to move in until her line is disconnected on the 18th and then I must call to place the connection order for line and broadband.

Is this really the case? Why have a homemove service and then they cancel orders, of which I would not have known until I called.