FTTP migration not working 'no working service on port ID'

Hello,
I was wondering if I could ask you wise forum dwellers for the best course of action to resolve an issue that I have:

A while ago I ordered a small cluster of FTTPoD connections (three in fact.). It went well (although it took about a year to complete.). We ordered via Cerberus and enjoyed the rock-solid connection for the mandatory minimum period of a year.

When the year came-up we decided to move each of the three properties' connections to other ISPs. Two out of three migrated without any issue, but the third is not going at all well.

The problem line is in fact my aunt's house (she is not very technical-minded so I'm helping her). She contacted Zen to start the migration back in May. Ever since Zen have come back to her at various intervals with errors from OpenReach.

"Unfortunately your order has rejected again with our supplier due to incorrect details, we have provided all the details and they matching within the systems. However on Openreach's side the order is not being accepted due to system issues, I have replaced your order manually to ensure all the details needed are filled in, if this rejected again I will need to escalate this to be looked into further."

and

In regards to your order, unfortunately this has failed again. We have escalated this query to the supplier but I just wanted to confirm the below details are correct: (Correct ONT Serial Number here.)

and

I have raised a case with our supplier for further clarification and hope to have a resolution. We will review your order next week for further updates from the concerned team.

and

we have contacted Openreach to ask why our order is not being accepted as the rejection reason is 'There is no working service on the specified port ID.'

So - This is now three months into the process and rather irritating. There is definitely a working service on the line - she is still getting a good (but expensive) connection from Cerberus.

So - how do I get around the insanty of Openreach's 'computer says no' attitude and week-long turnarounds for email?

I have contacted Cerberus and their helpful provisioning person said this:

We have no attempt for migration on this one.

You have 2 options

1 - Migrate which is failing with ZEN.

2 - Cease the service with us, 1 months’ notice is applicable but you can cease the service tomorrow. Once the cease is clear you can then order new service with ZEN. They should see a clear line then and should be able to activate with 24 hours.

We cannot intervene with OR unless we are requesting a cease.

Now, I'm tempted to go for option 2 - because, hey, it may work - but I'm very, very concerned that what will actually happen is that the working FTTP connection will be cancelled and then OR will turn around and say "Nope, still not valid according to our database, no FTTP for you!"

So - wise, and kind TB forum people - what should I do (or ideally, please, tell me that one of you is inside OR and can solve this!)

Many thanks in advance....

My self I would Not go with option 2 !.
Write all your details to [removed by tbb] CEO office team, he will get one of his team looking into it.

Edited by seb (Mon 02-Feb-26 22:02:35)

I had no end of trouble with OR earlier this year moving a landline to my parents new address. That kept being rejected by OR and after about 5 attempts, and with the help of the BT /Home Moves Team it transpired that there were three completely different records for that address. One had no line, one a ‘hard ceased’ line and the final one was the correct address and record. When the third address was used everything went through perfectly. It’s just possible that the records held by OR are actually wrong (could be just how the address was itself entered) and therefore any attempt to order against it fails.
I spent hours in the phone with BT and Zen before between us we found that the OR record keeping was the problem with multiple records for one address.
The records for the address we’re then purged so only one (the correct one) now exists.
Getting anyone to be able to talk to OR was a major issue and just made resolution far harder than was necessary.

If you're just concerned about Cerberus prices, there's another thread in the forums this morning about big price drops at Cerberus.

See : https://forums.thinkbroadband.com/fibre/f/4690715-ce...

That might be an easy alternative for you.

Thanks everyone.
I have emailed the OR CEO’s office and they are looking into it.

In reply to a post by clyde123:

If you're just concerned about Cerberus prices, there's another thread in the forums this morning about big price drops at Cerberus.

See : https://forums.thinkbroadband.com/fibre/f/4690715-ce...

That might be an easy alternative for you.

Their service is/was excellent from Cerberus I have to say from experience. I reckon the only reason most folks migrate away after a year was due to the gold-plated pricing structure.

Update: it turns out I was wrong to blame OR. It seems as if Zen placed the order as an activation on a second port on the ONT instead of migrating the existing port over.

No idea why, as there is only one port on this ONT…

Have you emailed CEOs office to tell them?