Home phone move nightmare

[#1]

I take issue with a post by MRose of PlusNet in an earlier thread (June).  They state quote "Moving home has never been a nightmare - you do not need to setup a new line with BT or any other provider.  If you're on PlusNet Home Phone we would move it for you"
Why then have I been asked to contact BT to set up a new line?
It has been over 5 weeks since I raised a ticket (the home move form does not work) and I now have no phone.
Has anyone else experienced a similar nightmare with plusNet

[#2]

Hi there,
I'm looking into this for you now, and will report back with my findings later this morning.

[#3]

Hi there,
I've left you a VM, but after further conversation with BT Wholesale it turns out that the information is incorrect, so apologies for that.
Your ticket will be updated shortly, and the order is now showing as complete, can you confirm that the phone line is now working?

[#4]

Hi Mandy
Thanks for looking into this.  I have sent you an email explaining the catelogue of errors resulting in the current situation.
...and no, the phone still does not work
Reagrds