openreach

We are moving home on 29th June.  We gave plenty of notice to Plusnet our phone and broadband provider. However when they put in the order for our new place they can't action it because the line is classed as in use and not due to be disconnected til 22nd July.  Our seller of the property has contacted them to say they were supposed to disconnect his service on 22nd June and they have got it wrong.  They told him they were sorry and it would definitely be done on the 22nd June as he had requested.  Plusnet cancelled my order and placed a new order but despite them checking 22nd and 23rd June it is still showing on openreach's system as not due to disconnect until 22nd July. We cant find a way of contacting openreach.  So we have to wait until 22nd July and hope they take it off so that the order can go through - and we will end up having no landline and internet service until into August. It is disgusting.

Comments

  • JJ_Egan
    JJ_Egan Posts: 20,281
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    Openreach is a wholesaler not customer facing .
    You can ease the disgust by using mobile network to get you through .
  • It is not likely that Openreach has any fault in this as they only do the engineering work as requested by the ISPs.

    The fault lies with the seller and/or their ISP getting the dates wrong, when did the seller give their 30 days notice ?

    Not at all disgusting, just another hassle when moving home.

    You'll have to think out of the box for a month.
  • sheramber
    sheramber Posts: 18,636
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    Was the seller of the property also with Plusnet?




  • Retrogamer
    Retrogamer Posts: 4,215
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    It's probably the ISP of the current / previous tenants not submitting the cease request correctly. A same day cease is quite expensive. If the current / previous tenants had requested a MAC code as well then it would render it null and void so i imagine they've done nothing and just blamed it on Openreach to save face.
    All your base are belong to us.
  • Jumblebumble
    Jumblebumble Posts: 1,797
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    uralmaid said:
    We are moving home on 29th June.  We gave plenty of notice to Plusnet our phone and broadband provider. However when they put in the order for our new place they can't action it because the line is classed as in use and not due to be disconnected til 22nd July.  Our seller of the property has contacted them to say they were supposed to disconnect his service on 22nd June and they have got it wrong.  They told him they were sorry and it would definitely be done on the 22nd June as he had requested.  Plusnet cancelled my order and placed a new order but despite them checking 22nd and 23rd June it is still showing on openreach's system as not due to disconnect until 22nd July. We cant find a way of contacting openreach.  So we have to wait until 22nd July and hope they take it off so that the order can go through - and we will end up having no landline and internet service until into August. It is disgusting.
    The good news is you will have a phone line where someone else will pick up any call charges LOL
    Seriously I would ask the outgoing people if their broadband is also still active till 23rd July or if broadband is that important have a new line installed with LORN  (simultaneous line and broadband activation )
  • hjibds
    hjibds Posts: 68
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    Can't you get them to install a new line in the property? Once the old line is cancelled it won't be an issue
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