topic House Move - Common Sense! in Broadband

House Move - Common Sense!

GClarkie — Wed, 16 Sep 2026 08:25:43 GMT

Hi is there anybody here or anywhere that can actually assist me to deal with this issue without having to go through yet another call centre that are only interested in pushing sales and a new contract! I have been in the phone on 3/4 sepserate occasions to advise that house move didn't go ahead as scheduled, provided a new date for the move and cancelled the disconnection and assured this was all in hand. Guess what as of 12pm last night everything turned off. I work from home and have no internet so had to book an office space to work today. Also my cctv, hive and ring door bell also all now disconnected. I have tried and tried to explain this situation. The bew home owners are not moving in until we move out so why is their connection taking priority over me the actual contract holder and bill payer at the current property. This is really unacceptably bad customer service. Thanks

Re: House Move - Common Sense!

TimmyBGood — Wed, 16 Sep 2026 08:44:32 GMT

@GClarkie wrote:

This is really unacceptably bad customer service.

All ISPs have to use the national one-touch-switch platform: that's required by Ofcom.

Re: House Move - Common Sense!

GClarkie — Wed, 16 Sep 2026 08:47:17 GMT

Thanks but what does that mean for my issue? I'm still currently paying my bill and have been disconnected? Any help would be much appreciated as I'm getting nowhere with anyone.

Re: House Move - Common Sense!

Chrisee — Wed, 16 Sep 2026 09:57:36 GMT

@GClarkie where a disconnection happens even in error it takes at least 2 weeks to get the line reconnected and can only be done by reordering a service which you dint want. Quite why the message did not get through to Openreach to delay the switch is going to be almost impossible to find out. However it is not because the new residents order takes priority it is simply Openreach not doing what you asked for. This happens and while regrettable it is part of life.

Hopefully you can work around gge issue.