There have been a few Orange cock-ups of this kind in the last few months. Yours is an interesting one as it gives an indication of what is going wrong.
But there's also something not quite right in what you say. Let's deal with that first - "Day 3: Orange claims they have requested PlustNet to transfer my broadband from PlusNet to Orange"
. Also "Day 14: Orange claims that they have requested PlusNet to transfer my landline to them."
Either you misunderstood what they said, or they are clueless. At no point in a migration does the gaining ISP contact the losing one, for any reason at all. The gaining one orders everything from Openreach, using the MAC for the broadband, and I dunno what for the landline.
So to continue ....
In the past, yours would have been a move to LLU, and the procedures there are different from one entirely within BT Wholesale and Openreach. The indicator you give is "Day 11: PlusNet claims that LLU PSTN cease request on my account had been completed"
That I believe. It also means that Orange are completely screwing up, as they are no longer an LLU ISP. However, my guess
is that their old LLU procedures are being followed for a transfer of both broadband and landline to LLU. Only I thought Orange didn't do LLU phone. Hmmmm
? In any case I thought both would happen on the same day if they did.
In any case, IIRC there are two ways of transferring the line. One is a transfer, usually done for a WLR (BT line) to WLR, and a simultaneous Cease and reprovide
which I think is what is done for WLR to LLU. But!!!
It couldn't be reprovided on LLU because there is no Orange LLU. Only WLR. So the reprovide would fail, and you would be cut off. As you were. Maybe Openreach failed to spot that it time as well.
I'm surprised you didn't get an email from Plusnet at some stage saying the line was going to be disconnected or moved? May there be or have been one in your Plusnet email that no-one I know of ever checks? You are supposed to be able to stop a line transfer on receipt of that. Or maybe that email doesn't happen on an LLU transfer
. Which I've already covered would be an Orange cockup.
A third factor is that Orange aren't really an ISP at all any more. It's all done directly by BT Wholesale. Though it seems the sales is still Orange I don't know which provides the support. There may be something it that which is relevant, as for a while Orange LLU customers have been being moved across to BT Wholesale, so maybe there is a procedural mixup there as well when it comes to migrations in
My broadband basic info/help site - www.robertos.me.uk
Domains,website and mail hosting - Tsohost
. Connection - Plusnet
Extra Fibre (FTTC). Sync ~ 56.0/13.9Mbps @ 600m.
"Where talent is a dwarf, self-esteem is a giant."
- Jean-Antoine Petit-Senn.
Allergy information: This post was manufactured in an environment where nuts are present. It may include traces of understatement, litotes and humour.