Stop order on line for new house

kamcnally · ‎06-12-2014

Hi,
We just ordered Fibre for our new home purchase and specified that we would be moving in on 12/12/2014. We had chosen potential engineer dates for a week after that (19th).
A couple of days ago I received a text which says "There is currently a stop order on the phone line with the current provider which is due to complete on 12-Dec-2014 and this is preventing us from placing your order.Please can you contact the current provider to get this removed and then contact us ..."
I'm confused as to what I am meant to do as we've just bought the property and are therefore not the current account holders, meaning that I cannot contact the current provider.
Is there anything I can actually do to move the order on and ensure that the order will be carried out on the date that we move in? I was really hoping that we could get the new connection sorted before Christmas.
Thanks.

Townman · ‎22-08-2007

Hi KaMcNally,
A warm welcome to PlusNet's forums.
Unfortunately you have run foul of BTOR's crazy way of doing things (nothing to do with PlusNET). It is not possible to have more than one order on a phone line at the same time. Synch restrictions mean that a line cannot concurrently gave both a phone line and a broadband fault report and in your case a service cease from the current occupier and a service start from yourselves.
Yes it is stupid, but that is BTOR and Ofcom rules for you - unhelpful is the polite version.

The pragmatic approach is to ask the current occupier to request their supplier to lift the line cease order with BTOR so that you can book a line takeover from the date of your move. Such an approach should also avoid the £50 line reconnection charge too.

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MJN · ‎26-08-2010

One gotcha with this is if the previous provider is also Plusnet. In such cases a cease-and-reconnect is unfortunately the only option.

Townman · ‎22-08-2007

Well as I have suggested elsewhere to you, that is not the experience I had. If there are new rules, then the expectation from PlusNET that a retraction of the cease order be made by the current supplier to move things along would be poor double standards.
I will start a feedback thread to get clarification on the matter of changing subscriber details on a PN line. It has to be simpler than is being now being suggested, it was certainly simple and straight forward when I did it in Mach this year.

In another browser tab, login into the Plusnet user portal BEFORE clicking the fault & ticket links

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

If this post helped, please click the Thumbs Up and if it fixed your issue, please click the This fixed my problem green button below.

MJN · ‎26-08-2010

Clarification would ddefinitely be helpful; too late for us but I'm sure it will help others I'm the future.

kamcnally · ‎06-12-2014

Thanks for the help.
Definitely seems like the process is a little bit backwards. I guess my only option is to see if I can get in contact with the current occupier; I'm not sure that I will be able to this close to our move date.