I've just been speaking to Freeola and Zen again. Freeola have shown me screenshots of the system they use where they would have the option to request a SIM/SIM2.
Speaking to Zen and being passed up the line for an explanation.
It's not that they can't do it, just that they've experienced so many problems in the past they've chosen not to. If the phone order has a problem and has to be started again, apparently the new SIM doesn't get passed on and it all goes pear-shaped. Which I can believe. So frustrating that in 2018 anything to do with phone and BB is so painful to manage.

Is it worth me requesting a LORN or is it likely they won't provide that for the same reasons?

Thanks for your help.

Toss a coin time...

Ofcom tends to focus on pure bundles due to that being the majority of market

It'll be a SIM2 now.

A LORN is essentially the SIM2 reference and I suspect their response will be the same, as it is the same thing.

Matt

In reply to a post by b4dger:

So frustrating that in 2018 anything to do with phone and BB is so painful to manage.

With electricity and gas, you just move in and start using the stuff. The billing catches up later.

It shouldn't be beyond the wit of man to make the comms world have some fallback position that works in a similar way. A limited "functional" service perhaps, and not always possible, but *something*.

It is easy with gas/electric as nothing changes in the provision. The person leaving takes a reading and the person moving in takes a reading and as long as the 2 pretty much match then no problem - it is just a billing issue.

With broadband there is a logical route through to the ISP that has to be changed. You would have to have Openreach becoming an ISP as with LLU no other level would be able to do it.

Glad it's not just me WWWombat.

At the very least you would assume that with today's tech the systems could allow for a smooth change over!

The current provider is ceasing the service on the 19th. Zen tell me the new phone service (taking over an existing line from previous house owner) will be available on the 23rd - could be worse but could be faster. Then I'll have to sign up for BB separately with another delay as apparently the current BT processes can't be trusted...

Sorry for the frustration b4dger. We do a fair few linked orders/SIM2. SIM2 replace SIM provides with the promise of a lot lower failure rate and I have to say that we see very few fail. In fact the last few failures have been due to lack of free ports in FTTC cabinets. ADSL with line rental seem to work quite well.

Just to update my new line situation.
The new line and phone service went live on Friday 23rd as promised by Zen.

As expected the number doesn't show in BT powered checkers yet.
I've asked Freeola if they can manually order broadband for me but they've replied saying it's best to wait until it shows in the BT database as manual orders in their experience often take longer.

Can anyone say how long it's likely to be for this new number to appear in BT's systems so that I can place a BB order?
Thanks.

Generally around 24 hours after the order completes fully.

Things can sometimes get stuck.

Is http://www.dslchecker.bt.com/adsl/adslchecker.welcome showing fixed rate products only out of interest? or number not recognised.

Matt

It wasn't recognising the number - but I've just checked and it's now showing details.
But as you mention - it is currently only showing fixed rate (1 Mbps) products?!

At least it looks like I can place my order now though