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Transfer Phone AND BB From BE

tonycollinet
Grafter
Posts: 1,139
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Registered: ‎14-08-2007

Transfer Phone AND BB From BE

OK, I've been reading horror stories about combined transfer from BE Resulting in cancelled phone lines, disconnected BB and lost numbers.
Advice seems to be to transfer the phone line first, then get MAC and transfer broadband. Is this correct?

If so, how do I go about transferring the phone line. Thanks.
4 REPLIES 4
spraxyt
Superuser
Superuser
Posts: 10,063
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Registered: ‎06-04-2007

Re: Transfer Phone AND BB From BE

I think you would obtain a MAC and order phone + broadband from Plusnet - but best to do that through Sales rather than the website. Though Plusnet would normally place an order to transfer your broadband, then as soon as that completes place an order to transfer your phone, doing phone first is the safer option. I suggest ensuring Sales understand you want it done that way even if you are told it isn't necessary.
If broadband is moved first, as soon as broadband moves BE (automatically?) place an order to cancel the phone service because they don't provide phone without broadband. When that cancels the broadband service on the line also goes, leaving nothing. And it's start again time.
Moving phone first avoids phone service cancellation being triggered when broadband moves, though it means it takes significantly longer to get broadband moved.
However staff should be along on Monday to give you an official (up to date) view.
David
HPsauce
Rising Star
Posts: 6,766
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Registered: ‎02-02-2008

Re: Transfer Phone AND BB From BE

Quote from: spraxyt
If broadband is moved first, as soon as broadband moves BE (automatically?) place an order to cancel the phone service because they don't provide phone without broadband. When that cancels the broadband service on the line also goes, leaving nothing. And it's start again time.

They give you a warning and 30 days to transfer the phone service elsewhere. Standard part of their T's & C's as phone was only ever an "add-on" to broadband for Be customers.  Wink
The trouble is this starts when the "receiving" ISP kicks the process off with BT, so if there are unusual delays (such as seem to happen with fibre installs) that 30 days can run out quite quickly!
So if the phone service, and especially the number, are important to you, best to move it first.
BUT remember, the main reason BE provided a phone service in the first place was to keep happy customers who didn't really want a phone service at all, but just wanted to deal with one company. Typically they didn't even have a phone handset connected and used their mobile for calls. The landline was only there to support broadband. Cool
If you didn't fall into that category it wouldn't normally make much sense to switch the phone contract to Be. And if you did the above issue wouldn't worry you Lips_are_sealed
tttonyyy
Dabbler
Posts: 16
Registered: ‎08-07-2013

Re: Transfer Phone AND BB From BE

As soon as you hand PlusNet your MAC and the process starts, BE starts a 30 day notice period on the landline.  BE will issue a BT cease on the line 10 days off the end of the 30 day period, unless your new provider (PlusNet) starts the landline transfer process.
But PlusNet won't do that unless the broadband is up and running, so essentially you've got 20 days from handing over the MAC to get working broadband installed, otherwise that cease will go out from BE.  But - you can ask BE to extend your landline if necessary - you have to ask their cancellations department to do this for you.
HPsauce
Rising Star
Posts: 6,766
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Registered: ‎02-02-2008

Re: Transfer Phone AND BB From BE

Quote from: tttonyyy
BE will issue a BT cease on the line 10 days off the end of the 30 day period, unless your new provider (PlusNet) starts the landline transfer process.

I didn't know that, but it makes sense as there are presumably timescales in Be's contracts with BT meaning they have to do that.
There "ought" to be some way to tie the 2 transfers together, but IIRC that's only provided for by BT if you use the infamous (limited applicability, well-hidden and much-derided) "sim provide" process.  Crazy