Seized my working internet line and no proper response
Re: Seized my working internet line and no proper response
Thanks a lot for reaching out and I'm really sorry to hear about the problems you've had with your account following the recent House Move. I'm also sorry for the lack of clarity and information provided as to exactly what went wrong.
We've had an ongoing issue for a while now, which causes some accounts to break after going through a House Move. When this occurs, we create what's called a "repair account". It's our Provisioning Team's job to then either place orders to take over the line which we already own at your new property - which can lead to around 10 days of no service, or we can simply migrate the working service over to the new account and activate the components on our end, which gets your service working.
The latter was done on your account, but for some reason, was done incorrectly, and the old account was shut down while it still had your line details on it, which lead to our automated system placing a cease order. Even though the new account is active, in reality, there's no active line at your property, and there won't be until around 15/09/2021 at least - subject to availability.
I'd like to take this opportunity to apologise for the inconvenience that this has caused, as some processes were clearly not followed correctly on our end which has lead to this.
Keep an eye on the open complaint Ticket for further updates from our Provisioning Team as they'll soon be confirming your re-activation date.