Previous broadband supplier won't give up line, what can I do?

Harribo1

Morning all.

Long story short - wondering if there is anything that can be done if you move into a house with a broadband line which the provider refuses to give up?

Full story - I moved into a new house last week. Before moving I arranged with my existing broadband provider (Sky) to have BB connected to the new property. This is being held up by the previous owner's supplier (TenTel) who are refusing to give up the line until the middle of next month, despite a request from the previous occupiers to give up the line as soon as possible.

I've been sent a copy of the response from TenTel from the previous occupants, which reads:

I can confirm that your cancellation has been put through, there is nothing that we can do the cease has been processed, which is why he needs to wait until the cease completes before the order will go through.


Essentially I am faced with almost a month without broadband anybody know if there is anybody I can escalate to and what my rights are?

happycamper1

A standard cease takes 10 working days, unless TenTel are doing something they shouldn't by using cancel other whilst the previous occupant is completing their cancellation period it shouldn't take a month.

I'd ask Sky to replace the order (to create another cease with TenTel) and email TenTel directly telling them not to misuse the cancel other process. It may be worth contacting OFCOM if they do and try to get a case number to threaten them with.

TenTel as the Losing Provider are regulated by them as to what they can and cannot do with transfer orders and blocking your order is against those regs.

Good luck, hope you get sorted

kwikbreaks

Openreach only recognise one job on a line at a time. As TenTel have stated nothing will happen until their cease has been processed. There is every chance that there will then be a wait until the transfer process gets started.

Openreach are simply not fit for purpose.

Harribo1

Thanks all for the insight, will chase up and let you know how this plays out! :money: