This reminds me of my experience when I moved house in 2020. I had arranged a transfer date to my new address (which would involve a delay while a new line was installed) on the day of the move. On the Sunday afternoon 3 days before the completion date my internet suddenly went off. It turned out OpenReach had decided to disconnect me three days early. I rang PN support and finished up speaking to someone fairly senior explaining I needed my service back to complete the house-move contract, and the reply was "We won't do it!"
As a result I spent the next three days trying to find a bank branch who could transfer the money to my solicitor and finding every time they needed an extra piece of paper I had to go home to fetch in order to do so. Of course banking days are short so it took all three days to do it. As a result I had no time to complete packing, no time to advise the removal firm of exactly what they needed to take, and no opportunity to tell utilities of my new address etc. The removal firm turned up with a van which was far too small and I finished up losing half my stuff because even with a second trip they couldn't take it. The buyers couldn't move in because I was still there and I was in breach of a contract worth several hundreds of thousands of pounds, all because OR don't understand the importance of the service they provide and of sticking to contract terms. I did have the transfer date in writing, but what good is that when a senior manager refuses point blank to honour it?
Why am I still with PN after all that? Because the alternative to OR was the one other company and their customer service isn't exactly noted for being any better. When firms are just resellers of a single product, the only way they can compete is on price, and that inevitably means cutting service to the bone.
