Cease corder question

[#1]

Hi,

I decided to leave Plusnet at the end of my contract for broadband and phone, earlier this month, receiving a confirmation letter from Plusnet that this would transfer across automatically on 18 July. Openreach were scheduled to attend my address to enable set up for the new service (from Zen), however they did not arrive.

On querying this, I was advised by Plusnet that there is 'cease order'. Upon contacting Plusnet who advise that 'Zen need to cancel their current order'.

Meanwhile, Zen have advised that the 'cease order' is preventing Zen from placing my migration order, and that Plusnet need to take action.

So, two conflicting sets of information from Plusnet and Zen. This is all rather confusing. Is there someone in this community who can define exactly who should be doing what, and whose responsibility it is,

[#2]

@GBP 

1st question :- did you tell Plusnet you were leaving or did you just ask Zen to transfer the service ?

2nd question to try and get a better understanding :- what Plusnet product do you currently have and what Zen product are you transferring to ?

[#3]

Hi,

To confirm: Yes, Plusnet were informed I planned to leave at the end of the contract 

                   Current Plusnet product is Unlimited fibre.

                   Zen product will be Full Fibre 100.

Thanks

[#4]

@GBP 

To confirm: Yes, Plusnet were informed I planned to leave at the end of the contract 

Ah! that's bad news, when transferring to a new supplier (who uses the Openreach network) you should not inform the old supplier you are leaving.

Going from that, my guess (and its a guess because I have no access to account details!) is that Plusnet put a cease on your line which is preventing Zen placing the order.

If the cease continues, then Zen will not be able to order until it completes, there will then be a period where you will be without service. This will likely be at least 10 days and probably more given Openreach timescales for FTTP install.#

Did you order a phone service from Zen ? 

[#5]

@GBP another possibility occurred to me :-

FTTP is completely separate from the physical copper line. When a new supplier is providing FTTP as a takeover of an existing FTTC connection, they will usually place two orders, one to provide FTTP and a 2nd order to cease the existing landline. This 2nd order is held queued until the FTTP is installed. Often the procedure to 'release' the queued cease order is automatic on the date FTTP is installed. If the FTTP order gets delayed, sometimes the cease order can be erroneously released.

So its possible that Zen may have done this, although in my dealings with them for our office systems their support is very good and I would not expect them to make that mistake, and almost certainly I would expect them to realise it quickly!