Total BT incompetence

Question

I'm moving house, I'd like to stop one phone line and start another, and take my (thankfully) third party broadband service with me. It must happen all the time - how hard can it be?
Simple, you might think, but despite the fact that I had to go through the 20 minute order process twice in the first place because the first BT representative I spoke to failed to provide me with a SIM provide code to transfer my broadband services simultaneously (even though I told her I used a third party provider and she hung up reminding me to speak to them), I find out now from my broadband provider that BT have, without notifying me, changed the new line number, thereby cancelling the PSTN order on which the SIM provide code was reliant. I will now likely be without a broadband service for a week. Great stuff, well done BT. I am looking forward to calling customer services AGAIN tomorrow morning.
These forums are seemingly browsed by some competent staff at BT (they have helped me out before after I spent hours spent on the phone speaking to people who clearly knew nothing about how to solve a problem) so if there is anyone with any influence over these matters actually reading these messages is there any chance you could get in touch to help me sort out this mess?
Thank you

Answer 1

Hi,
The whole SIM code thing is a slightly tricky one. I believe that BT advisors placing homemoves won't add a SIM code to the order unless the customer specifically requests one. The reason for this is that there are a number of ISPs who don't have their systems set up to use a SIM code, and placing an order containing a SIM code which isn't used makes the order more likely to fail/be delayed, as openreach perform the steps necessary to simultaneously provide broadband and then wait for a response from an ISP which they don't receive.
In regards to the number changing, this occasionally happens when placing homemoves, and shouldn't mean that the order containing the PSTN service and SIM code was cancelled and replaced - if openreach have difficulty activating the phone number originally reserved they simply modify the order 'in-flight', and the SIM provide code would remain unchanged. If BT Retail or Openreach have cancelled and replaced the order it would be because of something other than renumbering; them most likely explanation is that they've determined the status of the line going into your new property is different from what the line tests originally showed, which would mean a different kind of order is required.
If they have indeed cancelled and replaced the order then as you say you will unfortunately be without broadband for a week, however you might get lucky and find that its just a number change on the original order, in which case your ISP can use the SIM code you were originally given and there's no reason (or at least no reason caused by BT) that they'd need to start the 5 working day lead time again).
Good luck, hope this helps! Welcome to the fun world of moving house