To answer some of the questions you've raised:-
- If you were a new customer you would be connected to the 21CN kit
- Moving ISP would give you a better service? If a better service means a higher upstream and downstream rates in the short term, then yes if the new provider placed you on to 21CN, ADSL2+, your line was good enough for ADSL2+ and your router was compatible.
- Is it really 4 months to migrate? Generally, no.
The first 2 answers without some background information looks quite bad, which I do understand. You could easily ask, "why does a new customer get to go straight to WBC and I don't?"
Moving our customer base requires co-ordination. On the whole we migrate most of our customers within 2 months of their exchange being enabled, some are a couple of weeks if the timing is right. We have to do this because, Openreach who carry out the work in the exchange need to accommodate the high demand and plan their resources in advance, we need to ensure the network grows in line with our customer migration and our operational teams are prepared for the migration and after care activities.
This is typically what happens:-
1. Your exchange is due to be enabled on 30/01/12
2. We will have submitted our migration plans for Feb to BT at the end of November 2011, including your exchange in that plan
3. We will have confirmation of the volumes we can achieve at which exchanges on a prescribed date or date range at the start of January for what we can achieve in Feb. Your exchange is included in the list
4. Orders are placed and you are notified. minimum lead time for order placement is 12 working days.
5. Migration completes
6. You have the option to regrade your service to ADSL2+ in the customer portal
All very good, but thing like this can happen:-
Between points 2 & 3, the plans for enabling your exchange slip. Your exchange is then stripped out of the plan by BT at point 3. Once the data is processed your exchange goes into the next period migration plan, assuming it is on the list. Cycle continues until exchange enabled.
If your exchange then recovers from the slippage, the plans have moved on and no engineer resource is allocated therefore the exchange goes in to the next plan.
This is precisely what happened to your exchange
Of course there are times when we can deviate from this approach and migrate on a per circuit basis. We don't generally opt for this, for some of the reasons highlighted above, however we do recognise there are situations where waiting for everyone to fall into the migrations plan doesn't work, yours being a good case.
I've sent you details of what I've done for you separately, but I hope the info above helps you (or any others interested) understand how and why we approach this the way we do. If we had our way, it would all be done by now!!!
Hope this helps.
Brian Storey -
Senior Provision Specialist
Contact Zen Customer Services:-
T: 0845 058 9000 / 777 option 5. 9am to 5pm weekdays