Just looking for some general advice about what I can do (if anything) about a migration that didn't take place yesterday and may now be delayed until 1st June.
I was due to migrate yesterday - after being with BT Infinity for 5 years, they sent me a goodbye email at 06:30 then promptly disconnected all fibre and phone services.
Spoke to Zen Tech support (who are brilliant I must say) several times during the day and was advised that it could take up to midnight to activate my line. The last person I spoke to managed my expectation and said it was highly unlikely to happen until the next day - and to call back at 08:00 this morning if still not connected.
Several phone calls later this morning I have been advised by Zen that the issue is now with the BT escalation team and will take up to 5 working days or longer as it's a Bank Holiday weekend to be resolved(!!).
Apparently, there is an exception on the line - which was explained to me as a 'virtual tick in a box' was missing and that there was no fault on my end.
I totally understand that Zen (and other ISPs) are at the beck and call of OR, but surely this can't be right? I thought Ofcom put in processes to stop this kind of thing happening? If I had known that this would happen, I would have stayed with BT. It just feels that yet again, the customer loses out.
If I cancel my Zen order now - is it as simple as BT taking my line again and 'flicking' a virtual switch?
Apologies for my post... I'm just a very frustrated Zen customer at the moment and want to understand my options (if any) or how I can expedite this issue.
Thanks in advance for any advice or guidance you can offer to help me resolve this.
Edited by snurkle (Tue 23-May-17 11:41:33)