When Primus take over the line Zen should be able to place BB. As this has already happened it's strange. As to why they would keep you using a previous tenants number is strange - afterall you'll be getting the previous tenants calls. They should have transferred your old number over OR given you a brand new number.

As Primus is cheap & perhaps not the best at doing things I suspect they may have done something not quite perfect (that's just my guess).

no, change of billing should have ceased the broadband.

Sounds like Zen is having a computer says no moment, particularly as mentioning a MAC, try one of their reps on the forums of a twitter feed. They should do some checks to make sure you are authorised, i.e. rent/own property and then go ahead forcing a cease and provide

Was the line working prior to primus being involved ? if so then maybe the changes haven't been completed yet, so primus don't yet have the line
Get in touch with primus to make sure ,your primus order has completed , if they say it has, then ask them why you are still unable to place a bb order with another supplier

I had the email from Primus saying it was completed ten days ago...

Thanks to everyone for their help.

Edited by deleted (Thu 17-Oct-13 15:23:25)

Then you would have to find out from primus if they are in any way preventing you getting a bb service from another supplier, if their not then they must be able to get the existing bb ceased ? if not are you able to use the bb ? if so you may be able to find out which ISP is providing the bb on the line, and then you could try contacting them and explaining the situation, they could at least then contact their customer regarding it

Should be nothing to do with if they have the line or not (although if they had the line it is easier to get the issue resolved from their part) but as you have been told it is the broadband provider who should get this sorted out, I am surprised Zen are asking for a MAC as they are normally quite good with this sort of thing, maybe an idea to pick up the phone to them and explain it so they know for sure as they may just be misunderstanding the position.

In reply to a post by ukhardy07:

As to why they would keep you using a previous tenants number is strange - afterall you'll be getting the previous tenants calls. They should have transferred your old number over OR given you a brand new number.

In my experience that is pretty standard. When I moved into my house I signed up to the line and because they didn't take their number it was the one assigned to me.

Even if you had a "new" number it wouldn't be new. They recycle old numbers all the time and so likelihood is that the number will have been used by someone else before.

I've tried to explain a few times, trouble is I think you get re-directed to the same person, and either I have explained or understood things poorly or she simply doesn't understand.

Well, Zen filed something called a "tags query", which came back confirming the broadband service has not been ceased.

So basically, I cannot get broadband.

They can only offer two solutions: getting the MAC, which I've already told them is unlikely to happen, and ceasing the phone circuit and re-activating, which I assume will cost me a lot of money, both in terms of re-activating and also as I'm already in a contract with Primus.

I don't really understand how the broadband supply system can possibly work for home movers?

As you are not the account holder for the old account then getting the MAC will not be possible.

Zen can push through an order in theory, the answer is if one ISP says not possible do not believe them until more providers have said the same.