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Simultaneous PSTN / ADSL Provide Orders are intended to allow you to move house or premises with minimal disruption to your telephone and broadband service.

To take advantage of Simultaneous Provide simply follow these steps:

1. Call the telephone provider you wish to receive a service from at your new premises highlighting at the start of the call that you also require a Simultaneous Provide Number (also known as a Linked Order Reference Number) for simultaneous delivery of ADSL (broadband) with Zen Internet.
2. If you intend to use your current telephony provider at your new premises, inform them you are moving premises and you wish to cease / cancel your current service at the same time. If you are using a different supplier at your new address, you will need to contact your current telephony supplier separately.
3. The supplier at your new premises will take you through the narrowband (telephone line) order and will provide you with a reference number (usually in the form of three letters, three numbers and two letters i.e. ABC123DE)
4. Before the call ends, ask them to re-check that the detail of the order allows for the simultaneous provision of an ADSL service. This is very important.
5. Call Customer Services on 0845 058 9000 (option 5) with the Simultaneous Provide reference number and we will place the ADSL part of the order. We will use your reference number as part of the order with our supplier to link the two orders together.

Guidance for BT Retail Customers

If you are a BT Retail customer and wish to transfer your BT phone line to your new premises, you will need to speak to the Home Movers team. If you are a new BT Retail customer please ensure that you specify that you want a Simultaneous Provide at the start of the call.

Important information

• Please provide us with at least five working days (before the Move/PSTN activation date) in order for us to be able to place the order and your new telephone number
• The simultaneous provide order is dependent on the completion of the BT PSTN element of the order. There are factors outside our control which may delay provisions in some instances
• Some telephony providers and/or agents indicate it is only possible to utilise Simultaneous Provide if you take a broadband service with them. This is incorrect. If you do face any difficulties trying to obtain a Simultaneous Provide Number, please call us and we will try to work out an alternative solution to move your service with us seamlessly if we can.

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