Leaving the Post Office - not easy...

I've been helping someone leave the Post Office phone line service - it's not proving easy!

The latest report from Ofcom shows The Post Office comes out as the worse land line provider - I can see why! http://www.bbc.co.uk/news/technology-42746776

I haven't got the energy to list all the problems I've experienced with the PO - but my advice to anyone reading is to AVOID.

Does anyone know how things work when you move house which is the situation I'm involved with?

The PO are saying there's a 15 day delay closing the phone account as they need to wait for Openreach to attend the Exchange. I asked why OR need to attend and they couldn't say. The line will be taken over by the new home owners (who have already moved in as the house sale has completed). It's just a standard old world copper line - I would have thought it was just a matter of closing an account and doing admin but apparently not...

I think there are two aspects, and a concern.

First, the technical. If your friend didn�t give notice to the Post Office until the new people moved in it is highly likely the new people�s ISP is doing a house move and has placed an order to take over the line. In which case the PO will not be able to place a Cease Order on the line. Openreach will not accept orders on a circuit when there is an outstanding order awaiting completion.

I expect that is the reason exchange work is required. A physical move off TalkTalk�s equipment.

Second, wrt the account, if your friend didn�t give notice in time, that�s their problem. If they did, then it becomes a commercial dispute. The PO may need to keep the account open due to the way their system works, but should not be charging past the end of the notice period.

The concern is that the PO or TalkTalk might manage to place a cease order on the circuit after it has been taken over, when closing your friend�s account. That used to be possible, but may not be these days.

Standard process, when you close a line openreach cease it.

The new ISP has likely started the ball rolling taking over for the new home owners as part of a home move, and PO are likely confused, as per normal.

Sky ask you to pay 31 days in advance, so you pay 31 days extra service. 15 days seems ok to me.

Thanks for the replies.
NB. It's just a standard BT based line - no LLU etc. at exchange.

I was just surprised that OR have to do anything.
The PO give a different date and story every time I call so I've just about given up.

Their 'Specialist Provisions' thought they might be able to cease things today (23rd), but they phoned to say they couldn't and it would now be 2nd Feb, or 6th Feb depending who I talk to.

There's a 'call bar' in place so hopefully nothing's going on the bill ?!

When I ceased the BB (different provider) I found that only one 'order' on the line can be actioned at a time.
i.e. I had to wait for the BB cease to complete before the call bar could be placed then 24 hours later the line cease could be placed.

This was a pain as I couldn't request a line cease early and then ask for call barring to be put on as only one thing can be done at a time and the pending cease wouldn't allow a call bar to be placed. ...and I couldn't request a call bar until 24 hours before the house completion as the phone was still needed and the order can't be placed in advance!

Edited by b4dger (Tue 23-Jan-18 16:23:54)

In reply to a post by ukhardy07:

Standard process, when you close a line openreach cease it.

The new ISP has likely started the ball rolling taking over for the new home owners as part of a home move, and PO are likely confused, as per normal.

Sky ask you to pay 31 days in advance, so you pay 31 days extra service. 15 days seems ok to me.

That�s not quite right. When you close a line BT Wholesale would remotely cease it, with no involvement from Openreach at the exchange. If you were with an LLU provider, same thing but they cease it themselves remotely.

Something different is going on in the original poster�s case though, and I think it�s that the new owners have placed an order also.

When post addressed to the new house owners started arriving just before completion it looked like they were using/talking to the PO.