Just found this in Zen's FAQ:

What if I need a new phone line installed?

Please call our sales team on 01706 902100. One of our representatives will be happy to help you arrange a new phone line to be activated and can advise on costs & timescales.

Just don't mention the existing line and you should be fine.

I swapped from Sky to Plusnet about 3 years ago and took our existing number, it was relatively painless. We went with +Net because others wanted to charge a new line connection fee of up to £150. With the house being bought and transferring to new ownership, I would have thought the easiest way is for the existing owner to cease and the new owners start a new contract? It is the same physical line after all, but will need to be recognised on the BT system as a BT line.

In reply to a post by Discus:

I would have thought the easiest way is for the existing owner to cease and the new owners start a new contract? It is the same physical line after all, but will need to be recognised on the BT system as a BT line.

That's correct. Existing owner ceases, new owner orders a new service (not necessarily in that order). New service provider will find the premises listed in Openreach's database and will be able to order a new line (whether or not it'll be provided over the same copper pair). Openreach will charge an installation fee, whether the provider passes this on or not is up to them. The current phone number is irrelevant.

The best bet is to keep the order process as simple as possible and not to include information that could muddy the waters.

Edited by zeb99 (Fri 09-Feb-18 18:09:14)

Post deleted by freeola

You may want to reply to one of b4dger's posts, not mine so that he/she will be notified! I'm not in the market for another line!

Shame you want calls, otherwise we could do the line and broadband. Otherwise the suggestion of a SIM provide would probably be the best but drop us a Live Chat first as we'd need to do a bit of manual intervention when you place the order. You can still use the checker on https://freeola.com/line-rental to see what Openreach have to say about the new property (or again, get in touch with the address details and we'll be able to give you more info).

Good luck!

Rob

Oops, sorry about that!

In reply to a post by b4dger:

The thread seems to have a hostile feel to it - I'm sorry if I've been unable to make my query clearer for some people. I think I'll leave it now...

Sorry. I didn't mean to come across as hostile. I admit to getting a bit annoyed.

What seems to have happened is you got thoroughly confused by the problems you found that can occur (mainly in the past) with migrating away from Sky LLU, with taking over a line at a "new" property that happens to have Sky on it. They are completely different situations and the migration problems don't arise with what you want to do.

Then you asked about taking over the Sky number, and I went off on a similar wrong track, as that isn't what you want to do, despite specifically saying you did. Once I found out you meant the line, not the number, I got a bit hot under the collar, as it took a lot of effort to get to establish that. As I said - sorry - I shouldn't have.

In the end it comes down to the Zen checker being a bit pathetic, as it should have prompted you to try the address. Which is the only way forward.

If you give Freeola the address, either in PM here, by email, or by phone, they will be able to give you the speed estimates. Which you can do right now if you want, taking the address option here. Don't use the Postcode option.

Zeb99 has your best solution, ordering a "new" line from Zen but importantly making sure they get a Simultaneous Provide (SIM) order number from Openreach. Then talk to Freeola about the broadband order and make sure they quote that SIM order number to Openreach. It looks as if their computer system doesn't cater for that, (few ISPs' online systems do), but they can handle it manually.

That way, with luck, it all happens on the day your relative moves in. As long as the current occupant has placed a cease order on the line to activate on that day. As I said earlier. If they only cancel their Sky service on that day then neither Zen nor Freeola will be able to do anything until the line is released. Up to a fortnight later.

The worst that happens is the line is tied up for that fortnight due to the current occupants, and the SIM order fails so there is a gap between the phone line being connected for your relative and Freeola getting the broadband connected.

Hoping all goes well - Bob.

Edited by RobertoS (Fri 09-Feb-18 22:17:28)

Just to update my progress on this...

We now have a completion date for the house move.
Contacted Zen for the new line and calls package - asked for a 'Simultaneous Provide' as advised.

Zen have told me this isn't possible if I'm having BB with another provider!
I've placed my line order - waiting to hear about dates (within 48 hours) and it looks as if I'll have to wait until the line is up and running before ordering BB which is a shame.

If anyone has any helpful advice - fire away...
Thanks.

Ask them for a Linked Order Reference Number (LORN)...

If they give you that then if your broadband provider will accept and use it, that is how the orders are linked.

i.e. you don't order a Sim Provide as such, but use the LORN to link to orders together.

NOTE: Even when everyone plays ball this has a tendency to fail, so you still get the gap.