Activation blocked by previous resident - help

[#1]

I've just moved into my new home and initially had an activation date of 31st July (I'm just moving my Plusnet account with me). I then had an email to say it was 7th August and after ringing Plusnet found out it's because the previous tenants hadn't cancelled their service here and the line couldn't be released before then. They claim there's nothing they can do but surely there must be? I live here now, I have a tenancy contract that can prove it - surely Openreach can switch things over. Can anyone advise?

[#2]

I should add: I work from home and I'm having to hotspot from my phone - it's impractical and frustrating.

[#3]

I would have expected Plusnet to trigger the Working Line take over process requesting
OpenReach contact the existing provider to cancel the abandoned service.

As you are renting the property pay attention to the Plusnet contract duration e.g. 18 - 24 months,
the early termination fees of an 24 month contract will apply if you move out in say  6 months.

[#4]

Oh if only life were that simples!

The current supplier owns the circuit until it is ceased.  What has probably happened here is that the departing tenant did not plan ahead and upon leaving are being held to the typical two week's notice period by their supplier.  This can only be 'fixed' by the existing supplier raising an IMMEDIATE cease order.

New orders typically have a 5 day lead time ... unless you request (and pay for) an expedited provide.

Service transfers between providers have strict rules to prevent slamming.

Service transfers between providers / subscribers have even stricter rules to prevent service hi-jacking.

... though that does not stop accidental slamming happening entirely, even when the ISP has sought to stop the process.  It is a BTOR challenge which has been around forever.

Is this FTTP or SoGEA?

[#5]

Thanks Philip - yeah I think that's what they've done, it just seems that I've been unlucky in the time it's taking.

Not worried about the contract, I don't plan on moving again, well...ever.

[#6]

Thank you for the explanation Townman. Yes, that would make sense, as would Philip's. It's a real pain...I just thought if I could prove I am now the tenant that Openreach might play ball. Sadly it seems not to be the case. I know it's only Friday I have to wait til but it's still a pain.

It's FTTP. Ironically my hub is plugged in and blue...no internet connection though, obviously.

[#7]

FTTP...

Is that a single port ONT or one of the older 4 port versions?

It is not unheard of with the older 4 port ONTs to find that the new service is in fact active on one of the other ports...

[#8]

It's a single port unfortunately. Definitely the case that I'm going to have to wait it out and struggle on with hotspotting for now. I hate it when people don't leave a property "cleanly"!

[#9]

@SyRWolves Sadly I doubt that you being a tenant would make any difference to BT/OR/PN/EE or anyone involved. You just have to hope that whoever took out the contract that is "running on" realises sooner rather than later that they're paying for something they don't use and asks for it to be terminated. If there's a managing agent, freeholder or landlord they may be able to help you make them aware?

A contract is a contract and there's probably no obligation for the person "owning" the contract to reside at the property provided the contract was agreed legally, which it probably was. There are in fact many situations, some have been mentioned here, where people take on contracts for family members (for example) to assist them.

[#10]

A couple of related suggestions. Both based on the old service being BT.

1) Try the generic BT credentials (disconnect your Plusnet router from the ONT before entering them) 

Username [email protected] and Password BT

2) If you can get an old BT router try that.

Sadly I don't know of similar generic credentials for other services using Openreach.

[#11]

Thanks all. I've pretty much exhausted things and may just have to wait. I've found out the contract was with EE, so I've emailed them in the hope they may help. I've also found the previous tenant's name from a letter that came for them so was able to tell them that in my email - and I sent them a copy of my tenancy to support. Fingers crossed.

[#12]

You may be in luck.

EE seem to also use the generic BT credentials.

Try those in your Plusnet Router.