I'm currently migrating my broadband from Plus Net to Be Unlimited. My phone line is with BT. I've applied for a broadband-only service from Be and used the MAC code provided by Plus Net.
After the order was placed, Plus Net contacted me to say:
A LLU PSTN cease has been placed on this account. This is due to complete on 26/09/2011.This is the date my Be account will activate.
After further enquiry, they said:
At the moment we have a PSTN cease booked for 26/09/11. This means that on this date the Home Phone will no longer be delivered on a BT Wholesale exchange therefore the Broadband would no longer be compatible with Plusnet after this date, as our services will only be compatible with a BT Wholesale Exchange. Therefore the information suggests that the new provider will also be taking over your Home Phone services.
However, when I speak to BT, they have told me (two separate advisers, one in the broadband department, one in the home move department) that there is no cease on the line, or any changes to the account.
When I speak to Be, they said
There is no order with us for Land line only for Broadband.
If BT disconnect the telephone line the migration order scheduled for 26/09/2011 will be cancelled.
Please get in touch with BT to check why there is PSTN cease.
So I'm left really confused - BT say there is no cease, Be say they are definitely only going to provide me with broadband (and couldn't tell me whether a cease was on the line or not) and Plus Net insist there is a cease order on my phone line.
Doing more research into moving to Be, I understand this may be related to them being an LLU provider, however apparently they normally are an SMPF, not an MPF provider so wouldn't normally cease the entire line, only broadband.
Basically, I'd be really grateful if somebody had any experience with this - is it normal when moving broadband to an LLU provider for the old ISP to see a cease on the line? Is there any magic number to reach someone technical in BT who I can be confident fully understands the queries? It's difficult for me to instruct BT to cancel the cease order when they say there is nothing on the account!
Thanks for any help or guidance you can offer!