Hi, I’m moving into a new flat next Friday and I’m trying to transfer my Nexora broadband over, but the order seems to be stuck on 'pending activation'. I signed up two weeks ago and was told it would be active on move-in day. I’ve had three emails that all say different things. Is this normal or am I missing something? I don’t really know if it’s a line issue or just the move request not being processed properly.
Hi Katie, thanks for posting. I can help you check what’s happening with the home move transfer. Usually we need the new address confirmed, the move date, and whether the property has an active line already. If you’re happy to share, can you confirm whether the flat is in a new build or an existing building? That helps us work out if activation is waiting on an engineer or just the transfer order.
Mine did something similar last year. Turned out the old tenant still had the line registered and it needed a cease-and-reprovide. Took ages. If you’ve got a landlord or letting agent, ask if the place has had broadband cancelled properly.
It’s an older building, not a new build. The letting agent said the previous tenant moved out ages ago but I don’t know if they cancelled anything. I’ve already unplugged everything at my old place because I thought the move would just happen automatically. Do I need to do anything else? I’m a bit stressed because I’m working from home and can’t be without internet for long.
Thanks, that’s helpful. In an older building, a transfer is usually straightforward, but if the previous line status hasn’t cleared, it can sit pending. I can’t access account details here, but the best next step is to raise a move check with the move team and ask them to confirm whether the new address has a live line or needs reactivation. If you’ve not already, keep your old service live until the transfer date to avoid any gap. If your move date has already passed, they may need to rebook activation. If you want, I can point you to the right contact route for the move team.
Just to add, my move got delayed because I gave the postcode right but the flat number was wrong in the order. Worth checking every line of the address, even the building name. Sounds obvious but it happens.
I checked and the address is definitely right. There’s also a note saying 'awaiting equipment return' from my old place which makes no sense because the router is being reused. I’m not sure if that’s blocking it. This is honestly turning into a proper headache.
That note may be separate from the transfer, but it shouldn’t normally block activation if the return process is just being tracked. The most likely issue is the line status at the new address. Please contact the move team and mention the pending activation plus the equipment return note so they can check both on the same case. If they confirm the service wasn’t ceased correctly, they can usually correct that and give you a revised activation date. Sorry it’s causing a headache.
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