Potential issue with landline porting from BT to Vodafone

[Vr2404]

Hi, i left BT broadband (a contract with PSTN and broadband + line FTTC, the PSTN was cancelled) for vodafone FFTP broadband + line a little over 2 weeks ago, and i assumed the transfer was complete as the  broadband worked fine since activation and BT broadband went down the day before.

However, my BT account is still active and from the many calls and chats i had with BT sorting out the mess that was the old contract, the account will only close once the landline is ported as it is tied to the broadband or account. We don't really use the landline and don't even have a working handset at the moment but it's something that the business has had for many many years so we wanted to keep it. Now i wish i had just terminated the service and ported the number to a separate VoIP provider!

I was concerned there was something wrong with the porting because the BT account still hasn't closed. So i contacted both BT and Vodafone to work out what was going on and responses from both are contradictory. They both claim to have the number and BT says they haven't received a request to close account / port number while Vodafone says the porting was completed.

I tried ringing the landline yesterday and it said it was unavailable and to try again later or send a message. Once i spoke with Vodafone, they managed to configure the router and the dialtone was there. They also want me to plug in a handset to the router for some reason so i have ordered one to try before i contact them again so that i can check if the number is working or not.

I would really appreciate any advice regarding this as while i will continue to pursue this with both, and once i've tried the handset i will lodge a complaint with Vodafone, it means i'm paying BT unnecessarily for a service i'm not using and an expensive out of contract on at that.

Thank you

Edit: Spoke to Vodafone again, and they said the porting was successfully completed and they have the number and it is also on the bill. Does anyone know how long BT takes to close an account? It was quick when i terminated with a 30 day notice but it seems getting it done between providers / closing a whole account is slow? I'll have to try the handset and see. 

[BethM]

Hi Vr2404

Have you received email notification from BT at all about leaving us when your number was porting? Once the order closes, it can take a little bit of time for a final bill to produce. I would check with our billing team if you've not heard anything. 

[Vr2404]

Hi Beth,

I have received no BT email notifications about leaving at all. I have also asked support and they have told me the services are still active and to speak with vodafone. Still waiting on the adapter before i can test the handset.

Thank you

[Vr2404]

I spoke to another BT advisor and they've told me for a broadband and landline bundle I would have to give a 30 day notice. I'm just even more confused now??

I was told by multiple advisors that the bt account would automatically close if the landline is ported since it is connected to the broadband, and essentially giving a notice would be necessary and risky as the number could be lost and now i'm being told this..

[BethM]

Hi Vr2024

They are correct that we require a 30 day notice period for closing your account with us and typically that would kick off when we receive the takeover notification from your gaining provider, as this would generate a cease order from our side. Once you have confirmed the number is definitely working with your new provider, I would recommend calling our AOT team on 0800 916 0728 and explaining they have taken over your number but you are still being billed.

[Vr2404]

Thanks that makes more sense. I was under the assumption that it would cancel with immediate effect like with one touch switch. Is this not the case with BT? If i was told it would be a 30 day notice either way i would've got the cease order begun weeks ago as 30 days is more than enough time to sort any minor issues and catch them if not.

[BethM]

Hi Vr2024

It really depends on if/how the gaining provider has done the takeover order. I would advise contacting that number and discuss with our AOT team as they deal with leaving customers. 

[Vr2404]

Thank you for the reply! I gave them a call earlier and got transferred to the billing team overseas who at first said things totally contradictory to what i was told by advisors in the past. That is, I would need to give the cease order because landline is separate from broadband. I was told previously that the line is connected to broadband so once it is ported the bt broadband would automatically cancel (or trigger the cease order?). After that he told me the cease order was pending and the landline port was still open iirc, but the landline has been ported as i tested the handset earlier with the vodafone router and it rings when the number is called.

I went from broadband and line (FTTC with openreach) to vodafone (FTTP with cityfibre). Would you happen to know how switching works in this case? I checked https://business.bt.com/terms-and-conditions/ but couldn't find anything about switching on there. If i was told when i asked on the phone about the switch process that the 30 day notice applies regardless i would've started the process earlier.

I was thinking about waiting for the next bt bill but it concerns me i have received no emails whatsoever about the switch from BT. The only hopeful sign i got was the bt broadband stopped working shortly after vodafone was installed. But on the app it shows as no issues.

[BethM]

Hi Vr2024

I don't know the ins and outs of switching I'm afraid, the AOT team would be best served to answer any of those questions. Did they provide you with an order reference at all?

[Vr2404]

None at all. Something i should ask for?

Thanks,