topic Re: FTTP order canceled in My Order

FTTP order canceled

Crwjpj — Sun, 18 Jun 2023 15:06:50 GMT

Moving into a new house this week, current ISP is Sky. Ordered Plusnet FTTP on Friday, message to confirm engineer appointment would take place 30th June.

On Sunday I receive an email advising:

"We're emailing you to let you know that your broadband order has been cancelled by your current service provider."

From what I have read this may be 'a cease on the line', if so how can I get this cease removed given I am moving into a house where the previous account holder has left?

I work from home so trying to have as little downtime as possible!

Note, tried calling but phone line messaging advised the are closed, live chat is no longer displaying and getting no response on Twitter

Thanks in advance!

Re: FTTP order canceled

Gel — Sun, 18 Jun 2023 20:17:18 GMT

Did you make the mistake of contacting SKY? It should always be left to the new provider in such circumstances.

Re: FTTP order canceled

Crwjpj — Sun, 18 Jun 2023 21:11:39 GMT

As I am moving to the house, the current person at the address would have called sky to cancel their contract

Re: FTTP order canceled

adamwalker — Mon, 19 Jun 2023 12:52:05 GMT

Hi @Crwjpj If you contact Sky and give them your number they should be able to cancel the cease so we can take the service over.

Re: FTTP order canceled

Crwjpj — Mon, 19 Jun 2023 13:18:07 GMT

Thanks for getting back to me. Are you able to confirm if there is a definitely a cease on the line?

I also do not know the number in question.

Thanks!

Re: FTTP order canceled

adamwalker — Mon, 19 Jun 2023 13:30:37 GMT

That's something only Sky could confirm but it's highly likely, if you're not sure what the phone number of your landline is they should be able to check against your address.

Re: FTTP order canceled

Crwjpj — Mon, 19 Jun 2023 14:49:22 GMT

Unfortunately Sky will only talk to the account holder and will not check if there is a cease on the line unless I pass security. According to the call centre agent I just spoke to.

But given this is a property I am moving to 2 days time I am not, now will ever be, the account.

Although, they did say if I opened an account with them they can overwrite the current line, which I don't particularly want to do

Re: FTTP order canceled

adamwalker — Mon, 19 Jun 2023 16:36:52 GMT

That's disappointing, they should be able to check that for you without the need for you to be an account holder. I've checked over your account and it looks like we've been able to get an order in place for you. Please take a look here: https://www.plus.net/wizard/?p=view_question&id=234733297 - Adam

Re: FTTP order canceled

Crwjpj — Tue, 20 Jun 2023 08:43:54 GMT

That's good news - I appreciate you taking the time to reply!