Moved house but line ceased….now it looks like my order has been rejected

[#1]

I notified Plusnet that I was moving house. All okay I thought.

But there was a ‘cease’ put on the line at my new address and no one explained what that meant.

It wasn’t until I moved that I realised I had no broadband.

I phoned and Plusnet then instigated an order for a new line (my prompting, not done automatically). I didn’t hear anything for a while (there’s no notification when a ‘question’ has been updated, it seems).

Activation date given by Openreach 6th Sept. So no broadband for 2 weeks after moving in.

I checked the ‘question’ this evening as it says the order has been rejected, referred back to HM team, whoever they are.

Its too late to contact Plusnet this evening, but I will phone them tomorrow and go through the whole sorry tale again…

In the meantime, can anyone shed any light? Am I back to square one.  

[#2]

@98995953 

If a customer tells their ISP that they are leaving (other than house moves possibly) a 10 day "cease" is put on the line where no new orders may be placed. This is an OFCOM mandated restriction to prevent fraud.

Only PN can tell you why your order hasn't since been processed.

Brian

[#3]

Thank you for the explanation. I posted just in case someone else had the same scenario.

No idea why there should be an opportunity for fraud when a customer requests a straightforward move of existing contract to new address. It seems unnecessary to me. 

Moving house is stressful enough without extra hassle!

Added to that, I find the terminology on the Plusnet ‘question’ format is often industry jargon and therefore no use to the ordinary consumer.

I have a complaint open (instigated by Plusnet) owing to their failure to keep me properly advised but now that route no longer works and just refers me back to cs or the website.

Have been overall happy with Plusnet until now, but like most service organisations, it’s when things go wrong, that the cracks in their organisation appear.

[#4]

@98995953 

I believe the 10 day pause is to prevent "slamming" where a third party tries to take over a line without the users consent.

Phone the PN House moving team this morning to find out the state of play regarding your order.

Brian

[#5]

Apologies for the delay in replying.

Thank you for the further clarification.

I did phone the Moving Dept first thing and they have assured me that I should be connected tomorrow, as per the agreed plan.

Apparently, ‘order rejected’ does not mean what a non-jargon speaker like me would understand it to mean….