I ordered broadband from Plusnet on the 16th January 2023. Shortly afterwards, I received a message notifying me that there was a problem with my order as there was an 'incompatible product' on my phone line.
Until September 2022, I was an employee with Openreach Ltd and was on their employee broadband with BT. When I left employment with Openreach, BT cancelled the employee broadband and I have not paid or had any broadband service since.
On being told their was an incompatible product on my line, I rang BT as advised by Plusnet to check whether there was any active service on my phone line preventing an order for broadband by Plusnet. They said there wasn't any service on my line and that Plusnet need to contact BT Wholesale and have a 'tag' or 'marker' removed from my line to allow the Plusnet order to be placed, I am assuming this is something to do with me previously being on the employee broadband with BT and is some sort glitch with the system. I have informed Plusnet of this over the phone and through the ticket that was raised to get the order placed but I am then repeatedly told there is an incompatible product on my line and that the order needs to be cancelled a re-submitted. This has happened twice now and I am going round in circles. No one seems willing to look further into this issue and I'm not getting anywhere. Would somebody be able to pick this up and resolve my issue please?
