Moving house and taking your broadband

@*kfjahdkj
I am afraid that even having the phone & BB with same company does not help.
I have both supplied with PlusNet and I am moving in 3 weeks. I have just found that because the house I moving to has a phone that is in use" then they cannot do a simultaneous move but will take 24 hrs for the phone and a min of 5 working days for BB

It seems that a simultaneous move is not possible if the house you are moving to has a phone line that is being used so is figment of the ISP (and BTs) imagination

Imagine if this happened with Electricity of Water !!

This is unbelievable outdated

If it was a start order the connection charge would not be raised anyway. BT even say the charge is only if an engineer is required to switch the line on which would be a provide.

if anyone payed BT the connection fee of 122.50 and did not have an engineer visit call them and ask if the line was a "start or provide order" if its a start order then you are entitled to a full refund ifs its a provide then hard luck you gotta pay

You could just get your phone and internet with the same supplier...

edit I apologise for the swearing :D and BT screwed us over because it took over 3 weeks to change the line which if they wanted to could be done in a few hours

BT are f****** ridiculous aswell as Orange, if anyone is looking to change ISPs a highly suggest you do not take Orange. I am 16 an although I do not own the house or the broadband I probably take up most of the usage (although its not hard because alls my dad does is check emails) I depend on internet for entertainment as in online games mostly at times when there is nothing on the tv or friends are busy or whatever. In my old house the internet was quite good majority of the time (ofcourse nowhere near the 8 meg that Orange advertise) disconnects and sometimes speeds inferior to dial up were a problem though, none the less I dealed with it. Now I have moved house and it has took over a month to finally get internet, I say internet but this can barely be classed as it because as Orange said "You will have up to 6 meg internet at midnight" brilliant I thought and it was running at 5 o clock that day little did I know the speeds were 0.09 kbs which is not 6 meg and alerting Orange was no help as they say it is a 14 day stablising period (cough bull cough) and to keep checking the speed on speedtest.net which helps the internet in no way and this is what I am dealing with now over a month and Orange still cant provide me with basic broadband absoultely ridiculous. In short dont get Orange broadband you will regret it, as it is one of the worst (if not the worst) provider of internet.
Rant Over

BT created open reach so that they can screw people over and not have to deal with the fallout directly. I am in the same situation as most, in a rental, but it was sold so we have to move. I am already with BT and I am moving home to an place that has a line owned by Virgin. BT want £125 to sort it out, which frankly, you could charter a helicopter for that money. How do they sleep at night the greedy gits!

I fully understand the situation, but explain this:
The same situation a few years and a couple of moves ago, we were told that because we were exsisting BT customers we would not be charged for the engineer. He came out, literally dug up the severed line from beneath our hallway floor, screwed a new small (3inch by 2 inch) white block to the wall, connected it up and went on his merry way. So why not this time?

no not too much to ask, and I'm in the exact same boat, It all boils down to as your rightly say, not being able to Install Broadband on the line unless the line is in your name, its probably got more to do with billing security than any real technological problems tbh, they dont want some random person ordering broadband on a line they have no right to do so for, frustrating as hell but doubtfull It will change any time soon.

Just called BT (I have a BT line and BT Broadband) and she said that if I called a minimum of 2 weeks before I move in and book a time for an engineer to come in and put in a new line (the existing owners do not have BT) they reckon that's all needs to be done. On pre-arranged time the engineer will fit new line (124.99 inc VAT) and telephone will be up immediately and by the evening the internet will be available. Sounds like a piece of cake.........? She also said they are at the moment (4th Oct 07) running on about 1 weeks notice for engineer appointments but advised 2 weeks or more notice for an engineer slot. Hopefully our 'move in' date gives me enough notice ..... the winding, stressfull rambling starts here!

I'm currently going through the tedious process of moving my broadband (Sky) to my new address. Sky need 10 days notice to cancel the account; the new BT line has to be live for 5 days; then it can take up to 15 days to "re-connect". So that's a month without boardband service. I work from home at least 1 day a week (I made a mistake of telling Sky this and they promptly wanted to move me to a business package) and it's no joy doing so over a "dial-up" service. It would have been quicker to cancel my Sky broadband and go to another provider. Bt I can't because I'm still tied into the original contract.

Throughout this Sky have been very unhelpful. All I wanted to know was why it took so long. The response from at least 3 advisors was "because it does". I did finally get an advisor who took the time to explain it was to do with BT's new line process. Then when I re-ordered broadband the advisor abruptly ended the call because I hadn't followed the correct process. There was no apology when she finally realised that I had.

It is absolute nonsense. What are we suppose to do - stay put in the same house until our dying day!?! Should have stayed with BT Broadband, I only had a day without internet access when I last moved.

//continuation post//
With heavy heart I started this process yesterday and straight away ran into 3 gotchas (BT is world leader in these, by the way).

Gotcha 1: We can't give you compensation because during the period of the delay you didn't have a service with us - ie we didn't start to charge you until the day we started the service and so by definition there is nothing to refund you concerning the 15 day delay period.

Gotcha 2: Even although during this 15 day period, as two freelance workers working from home, you were trying to fit in all your voice calls plus your internet access over a 28kbps dial up, you are registered as a residential number and therefore you have no claim for anything to do with 'work' use.

Gotcha 3: We always state that new service is subject to survey. But we don't say when we'll do the survey; or reveal any of the details to you. So if through sheer incompetence we screw up our promised date of service to you, you'll never know because we just hide behind the 'subject to survey' clause.

By the way, this was an all BT job (ie BT is the ISP) and contrary to what another poster wrote, BT Wholesale do not give BT Retail jobs preference - on the contrary, they hide their inability to provide any decent customer service at all behind the 'statutory obligation to treat BT retail the same as any other ISP'.

I'm currently coming up to 24 hours waiting for a supervisor to call back and explain what the next steps are. However clearly the whole concept of compensation is only defined by them as related to monetary loss (and they agreed at the outset of the problems to pay for calls to the dial-up internet access). As for goodwill - that was painfully absent from yesterday's phone call. We'll see.

In contrast to the OP I was told definitively that as I had given the required notice, we could switch over without loss of BB service ie on the day of moving house, broadband at the old house would stop and it would be available from day 1 at the new address.

Turned out to be rubbish and after hours on the phone trying to sort it out we finally got broadband at the new address 15 days after moving in. During this period four separate BT staff stated, unprompted, that it was totally BT's fault as the order had been incorrectly handled and that once the service was running we should ask for compensation and/or a goodwill gesture.

//post continues: 2000 characters is not "enough for anyone" !//