What is a "non-BT" phone line?

akh43

My daughter moved into a new flat, its a purpose built flat in a large complex, on 31st March. At first when she tried to get a phone line/broadband with EE she could not because there was a cease on the line. She managed to get the previous tenant to get the cease lifted and contacted EE again and they said it had been lifted and gave her a start date of 15th-17th March - she has received 3 letters from them welcoming her and giving these 2 dates. As she has not received her router yet she has just spent over 3 hours on the phone speaking to various overseas call centres, only to be told as her line is a "non-BT" phone line they cannot take the line over.

No one has had the courtesy to let her know this either in writing or by phone, had she not contacted them and spent her entire evening on hold or talking to people could not assist her she would be none the wiser of this fact.

She is now in a right state as she has cancelled her mobile internet expecting her EE broadband to be in place in the next few days.

What does the term "non-BT" line mean, don't all phones use the BT network except Virgin or does the term mean its just a different provider ie Post Office, Plusnet, etc, and if so, why cant they take it over?

If EE cant take over the line does this mean no one else can?

Is there a way to find out who actually has the line so she can try and get a telephone/broadband service?

She got nowhere trying to find this out from EE.

I have tried googling and found nothing relevant to her problem.

Any suggestions greatly appreciated.

Pincher

If you are going through an exotic arrangement like a private exchange for the building complex, I should think it is better to switch to BT first. Resellers have a one size fit all approach to these things. BT can customise to connect to whatever funny configurations that is in the building.

macman

Non-BT based providers use only the BT local loop from the exchange, beyond there they use their own networks. A non-LLU line means that it is either a VM cable line or an LLU line, such as used by TalkTalk or Sky. Returning from non-LLLU to a BT-based number can require a return to donor, i.e. to BT, not to a BT reseller. Companies with poor CS, such as EE, will struggle to mange this, so the simplest solution is just to ask for a new line provision instead, since she doesn't need to retain the old number. This may be chargeable, but can usually be negotiated down to less than £50, sometimes zero, depending on the bundle being taken.
OR will then reconnect using the existing physical line.
PS: since she has been in touch with the outgoing tenant, did she not find out who the old provider is?