topic New customer in My Order

New customer

muttley1953 — Sat, 27 Nov 2021 13:17:10 GMT

My service is due to start 29th November I have received the router and already have an existing phone line yet I'm getting constant texts from openreach saying they are coming to my house to connect me why is this ?

Re: New customer

Den1 — Sat, 27 Nov 2021 18:41:40 GMT

If you previously had fibre then there should be no need for a visit by openreach, but if you are upgrading from adsl to fibre then you will need a visit, things need to be done at the cab and tested at your home.

Welcome to the forum by the way 😁

Re: New customer

adam945 — Sun, 28 Nov 2021 20:29:28 GMT

Hello @muttley1953

Thanks a lot for reaching out. I've just had a look at the orders we've placed and can confirm that it's not a working line takeover, so access to the property will be needed. There's no "customer installation" activity on the order on Openreach's side either, so I'd disregard those messages for now.

@Den1 during the provisioning process, the only time that an engineer would require access to the property is when a new Openreach line is being installed / activated. If we're taking over a working line, access to the property is not required regardless of whether they're upgrading / downgrading their broadband product.

Moderators Note: Typo corrected

Re: New customer

jab1 — Sun, 28 Nov 2021 13:52:34 GMT

@adam945 wrote:

Hello @muttley1953

Thanks a lot for reaching out. I've just had a look at the orders we've placed and can confirm that it's a working line takeover, so access to the property will be needed. There's no "customer installation" activity on the order on Openreach's side either, so I'd disregard those messages for now.

@adam945 - you've missed the 'not' again.😉

Re: New customer

adam945 — Sun, 28 Nov 2021 16:54:41 GMT

Reported, it should be rectified soon, thanks for letting me know.

Re: New customer

dvorak — Sun, 28 Nov 2021 20:24:59 GMT

Moderators Note

This topic has been moved from Fibre to My Order