Moving

needamemory

I exchanged yesterday and will be moving next Tuesday. I have contacted my broadband and phone supplier who have advised me they are unable to start the transfer until the 24th February. This is because my seller contacted their broadband supplier, Plus Net, who have apparently put a "cease" on the phone and refuse to remove it until the 24th February despite my seller contacting Plus Net to explain I need to be online. My provider has advised it will take ten days to organise the broadband and phone (keeping the same phone number) from the 24th February. As I work from home this is a nightmare scenario and I have no idea what to do next. I have contacted Plus Net myself but they refuse to discuss the issue.

Browntoa

joys of using a residential line for work at home


not sure if business lines get preference for provision , they do for repair

[Deleted User]

needamemory wrote: »

As I work from home this is a nightmare scenario and I have no idea what to do next.

Unless you have a business line, any complaint you make on this basis is doomed to failure.

Residential lines should not be used for business purposes.

needamemory

It is quite difficult to explain but in fact I do have a business line but it is rerouted to my home from the office I originally worked in. However my landline contract is with my private broadband provider. The Vendor rang their phone company advising they were moving. I then rang my provider who checked and informed me that a "cease" had been put on the Vendors line and this would not be removed until the day after I move in despite the Vendor again advising Plus Net that I will be taking over the line. It will then take my provider approximately ten days to transfer the line. Thus I will be without phone or broadband. I have moved many times and have never previously experienced this issue. When I moved to my present property the phone was available immediately. The Vendor will have a phone at their new property within two days, my buyer has had no problems at all taking over my line so I am still puzzling why Plus Net refuse to remove the cease off until the day after my move.

rusty_f

The cease is to ensure that the line is stopped so the current occupier stops being billed. The current occupier, and their broadband provider, have done the right thing here.

An active cease order on the line can affect any new order that is placed to provide a service - however, any provider should be able to place an order to provide a service, as long as the start date for that service is at least 1 day after the cease order is due to complete.

It sounds to me as if the provider you wish to go with has a block on placing any new orders while there is a cease order in-flight. If you go to another provider, you may find that they will be able to successfully place an order.

Please note, however, that the start date in any order is a requested date, not the date that Openreach will carry out the work.

needamemory

Thankyou for the responses. I am still at a loss to understand as the Vendor requested the line be kept open (I know them well) but Plus Net said it was too late to do this. My provider (I have been a customer for a number of years and am very happy with their service) has said they cannot make arrangements for the transfer of my line until the 24th February, due to the cease, and it will take approximately ten days to arrange. I moved to my present address five years ago. The transfer of the phone and broadband was made and completed on the day I moved in without any problems at all. Why is this not possible on this occasion? This is causing me very real problems and I have been unable to find a solution (although Plus Net did ask if I would consider becoming a customer of theirs!).