Issues getting connected after moving house

[#1]

Moved house on October 2nd. Informed PN of this prior to move and as a result was forced to take out a new FTTP contract for the new property. Service at old property was stopped in the early hours of the morning on moving day.

After waiting some days at the new place for OR engineer to come and install FTTP, he told us it’s not possible because the pipes they need to lay the cables in are not present beyond our property boundary - or something? Next door neighbour apparently had the same issue. FTTP shows as available for the area but…isn’t available? So have got the ONT on our wall but that’s it.

OR engineer told us to contact PN again and ask for SoGEA to be connected instead. They ordered this and soon after I got a notice saying it couldn’t be completed because there’s a cease on the line - presumably from previous house owner cancelling their service? In the message it said the cease would complete on October 15th. PN again tried placing an order for us to be connected but it still was rejected. As I understand from some googling it can take up to 10 days after a cease clears for the line to actually become available - is this right?

Now PN have ordered a new line installation instead which is supposed to happen on October 22nd - is this going to mean a *third* box on the wall? Will the OR engineer be able to check if the existing line is clear on 22nd and simply connect that rather than install a whole new one?

We are now into the third week with no internet and so much confusion over what’s actually happening.

[#2]

Hi @paulpb 

I'm sorry to hear about this situation.

Unfortunately, I can't find your account with the details on your forum profile so I'll send you a PM shortly so I can grab more details

[#3]

Moderators Note

This topic has been moved from Broadband to My Order