Order..
Thanks a lot for getting in touch @Do79-
I'm scratching my head with this one, usually there's a reason somewhere as to why automation has not been able to place the orders to take over a working line. Though with your account, there's nothing. I'm really sorry for any inconvenience caused here.
Going forward, I've kicked our automated system into gear, it'll soon be placing the orders to take over the working line at the property, retaining your landline number. If for whatever reason the order fails, our Provisioning Team will be following up.
You'll soon receive further comms regarding a confirmed activation date, let me know if you have any further questions. 
