Dual service to property however primary account is now being deactivated

[RedRatedGaming]

I purchased an account to get a new line installed to a property with existing, this was set up as a dual line, 2 accounts into 1 property. unfortunately the primary account is now being deactivated on the 28/12/2023 due to bereavement. The install date for account 2 was set as 28/12/2023 due to external works required. I beleive this was to install the 2nd line, obviously this is no longer required, when ringing the operator was unable to shed light onto what external works were required and if these could be cancelled due to circumstances and the install moved forward, (the original date prior to external works was 05/12/2023).

Is there anyone on this board who can provide some assistance on understanding wha tthe external works are, obviously if its uneeded we dont really want to be damaging the property unnecessarily, and if possible to move the install date and deactivation date closer. when we spoke to the bereavement team they suggested this was possible, providing external works were only required for dual line

[Carley_S]

Hi @RedRatedGaming 

Welcome to the community forums 

Sorry to hear of your bereavement and for the confusion surrounding the external install works. 

If I can just clarify, you mentioned that you have a new install booked, but the other account is disconnecting, this would mean there would be only 1 active service into the property and not 2.

Is the other account fully disconnecting or is it remaining active but transferring into another name?

I'm confused why the other line that's waiting on install would be still needed in this instance when there will only be 1 service once the install has gone through and the other account is closed.

If you require the service to be consistent without any interruptions, I would suggest it be better to cancel the new install and leave the already installed services active, but moved into another account holders name as per process. 

If I can get a better understanding of this, we'll be able to support further. 

[RedRatedGaming]

Hi @Carley_S,


Thanks for the response, you are correct, there will be only 1 line to the property.

The confusion stems from the inital request where it was goign to be a dual line, however now the original account will be fully closed and disconnected, leaving only account 2 active at the property,

Thanks

[Ayisha_B]

Hi @RedRatedGaming 

If you would like to disconnect the original account, you'd need to speak with the team on 0345 454 1111 to cancel the services. 

When you open a new account that would then leave 1 active account at the property.

[RedRatedGaming]

Hi,

The 1st account is already cancelled via the bereavement team and disconnetction was set to 28th, the question was can we forgo the external works as there has been confusion i think and they are still planned in? im unsure as heard nothing more on this. We would also like to move up the isntall of new service to asap and obviously the disconnection to coincide,

Cheers

[Sabrina_B]

Hi @RedRatedGaming 👋.

Thanks for the update. In order to get this looked into we would need to bring you into a private message. Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
 

Thanks.
 

Sabrina