Problem migrating to Infinity from SKY LLU BB & Line Rental

Having originally ordered Infinity on Jan 26th for a Feb 11th installation, Ive just taken a call from BT saying they cannot process the Infinity order until the line is live with BT. That means the line rental will switch from SKY on Feb 11th and I now need to process an Infinity order the following day with a go live potentially another two weeks out from then.

Less than ideal but on par with my expectations of BT unfortunately.

I'd be interested in finding out if anyone ordering through a different ISP is having a similar problem.

Regards

Dave

Edited by deleted (Mon 07-Feb-11 17:41:31)

Caveat emptor!

If you read the forums you will find that going to Full LLU can cause just this type of problem....

In reply to a post by Fatlab:

Less than ideal but on par with my expectations of BT unfortunately.

Not BT's fault. It's because you moved your telephone to another provider.

In reply to a post by BatBoy:

In reply to a post by Fatlab:

Less than ideal but on par with my expectations of BT unfortunately.

Not BT's fault. It's because you moved your telephone to another provider.

Telephone Line........

In reply to a post by Anonymous:

Telephone Line........

What about it?

In reply to a post by BatBoy:

In reply to a post by Fatlab:

Less than ideal but on par with my expectations of BT unfortunately.

Not BT's fault. It's because you moved your telephone to another provider.

I would have agreed were it not for the fact that;

1 BT's ordering system acknowledging that my line was with another provider at the point of order,
2 Several calls with BT confirming that my number would not change in moving from Sky and that this was a common migration, and the two activities could be completed in parallel
3 10 days passing between ordering and having the install appointment scheduled and BT realising that there was a disconnect,
4 receiving confirmation that my equipment is in transit and will arrive on Wednesday

You are of course correct in admonishing me for now doubting what I had been told several times and I will be less critical of incompetence in future.

Regards

Dave

In reply to a post by Fatlab:

I would have agreed were it not for the fact that;

1 BT's ordering system acknowledging that my line was with another provider at the point of order,
2 Several calls with BT confirming that my number would not change in moving from Sky and that this was a common migration, and the two activities could be completed in parallel
3 10 days passing between ordering and having the install appointment scheduled and BT realising that there was a disconnect,
4 receiving confirmation that my equipment is in transit and will arrive on Wednesday

You are of course correct in admonishing me for now doubting what I had been told several times and I will be less critical of incompetence in future.

Now it appears you only gave half the story, no doubt assuming everyone can read your mind. This may be why you're where you are.

In reply to a post by Fatlab:

Having originally ordered Infinity on Jan 26th for a Feb 11th installation, Ive just taken a call from BT saying they cannot process the Infinity order until the line is live with BT. That means the line rental will switch from SKY on Feb 11th and I now need to process an Infinity order the following day with a go live potentially another two weeks out from then.

Less than ideal but on par with my expectations of BT unfortunately.

I'd be interested in finding out if anyone ordering through a different ISP is having a similar problem.

Regards

Dave

Don't let this annoy you to much.
OK slight ordering problem which is going to delay things by about 2 weeks. (Easy mistake)
On the good side of things you are right next to the fibre cab and will probably get the best connection on the estate.
Lets hope all goes well on thursday

Edited by BP1 (Mon 07-Feb-11 20:16:35)

In reply to a post by BatBoy:

In reply to a post by Fatlab:

I would have agreed were it not for the fact that;

1 BT's ordering system acknowledging that my line was with another provider at the point of order,
2 Several calls with BT confirming that my number would not change in moving from Sky and that this was a common migration, and the two activities could be completed in parallel
3 10 days passing between ordering and having the install appointment scheduled and BT realising that there was a disconnect,
4 receiving confirmation that my equipment is in transit and will arrive on Wednesday

You are of course correct in admonishing me for now doubting what I had been told several times and I will be less critical of incompetence in future.

Now it appears you only gave half the story, no doubt assuming everyone can read your mind. This may be why you're where you are.

Actually I'm in posession of the full facts and I believe telepathy is overrated as people choose to believe what they want to believe as long as it supports their argument.. Unfortunately you chose to comment on the opinion and not the question asked which which related to experiences of ordering via other ISP's.

I dont have a problem where I am, but I am pointing out a gotcha to others who may not have the flexibility in their schedule to have their plans changed at short notice to allow engineer visits by an organisation who does have "the full story".

At least your sarcasm may have help others and for that I am grateful.

Regards

Dave

attack the post not the poster

Edited by deleted (Mon 07-Feb-11 22:31:44)

what is infinity like for watching tvcatchup and streaming other sites

In reply to a post by Anonymous:

what is infinity like for watching tvcatchup and streaming other sites

Seeing as he hasn't even got the phone line available to order Infinity on, he probably doesn't know.

If it's a general question to everyone, you would be better registering and starting a thread to ask it.

All the compaining aside;

Is it possible to do this?

IE order infinity to be fitted on a line that doesn't exist.

Being a Sky LLU user (for both internet and telephone line rental), I want to move to infinity when it becomes available (estimated 31st March).

Will I need to move my telephone line first, then order infinity? 2 weeks downtime for internet will be a pain.

Have a look at the Sky T&C's . I may be wrong but I think that if Sky have control of the line (you pay your line rentail to them) then they will not allow other ISP's on it so you would need to return your line to BT.

Edited by deleted (Tue 08-Feb-11 10:37:29)

But should be able to retain the Sky LLU, then migrate to Infinity once the line is with BT. So relatively seamless.

Oh I intend to move back to BT for line rental but had assumed sky LLU broadband wouldn't be available on a BT line, which I am probably wrong about.

In reply to a post by danielowenuk:

Oh I intend to move back to BT for line rental but had assumed sky LLU broadband wouldn't be available on a BT line, which I am probably wrong about.

You can have Sky LLU and Sky Talk on a BT line, but Sky Line Rental takes the line off BT.

Be careful what you do though in your case. It would be a disaster if reverting the phone to BT, (Return to Donor), meant starting a new 12-month LLU broadband. It may not, but Sky Talk might.

Spoke to BT they said just call them up on the 16th and they will sort it all out. Said there shouldn't be much more than 10 minutes downtime and the switch wouldn't happen until the engineer arrived, we will see.

My concern at the moment given the Sky LLU line rental is moving back to BT on Friday is that I also lose the Sky broadband service until the Infinity service is activated. That could be a couple of weeks based on current order to install dates.
I have the MAC code from SKY but that was generated on 26th Jan and is only valid for 30 days, so unless BT can do the install before 24th Feb I can foresee a situation where the migration fails as the MAC code is no longer valid at the point of transfer.

I guess I'll find out on Friday.

EDIT: Just spoken to Sky who believe there should be a short outage as part of the phone line migration but the Sky LLU broadband service should be restored on the BT line immediately.

Dave

Edited by deleted (Tue 08-Feb-11 20:16:20)

Skyplayer runs flawlessly on my new Infinity connection (installed this morning). Watching ROI vs Wales in the Carling Nations Cup on my laptop at the moment and watching Being Human via BBC i-player, whilst my daughters are using Youtube and god knows what and everything's running as smooth as silk.

In reply to a post by reme8488:

Skyplayer runs flawlessly on my new Infinity connection (installed this morning).
...
Sky LLU @ 6.5mbit/1mbit
BT Infinity @ 38.7mbit/10mbit

Tom,

It appears you migrated from Sky LLU broadband, was your line rental with Sky at the point of commencing the order for Infinity?

I would appreciate if you could outline how your order process went.

Regards

Dave

2nd line - http://forums.thinkbroadband.com/fibre/t/3964933-re-...

In reply to a post by BatBoy:

2nd line - http://forums.thinkbroadband.com/fibre/t/3964933-re-...

Ah, new line. I must admit I did consider that route at one point but I couldn't afford to have a change in phone number.

I've just read a post on the BT forums where a guy was running a diary of his migration from Sky LLU BB + line to Infinity who got immediate confirmation that the line needed to come under BT control before Infinity could be ordered.
It looks like he was given a couple of options, one of which was an intermediate step to BT ADSL then a migration to Infinity.
In a second communication a BT rep confirmed a simultaneous line and FTTC order could be placed. Unfortunately his RFS date got bumped so the thread stalled.

Dave

In reply to a post by Fatlab:

In reply to a post by reme8488:

Skyplayer runs flawlessly on my new Infinity connection (installed this morning).
...
Sky LLU @ 6.5mbit/1mbit
BT Infinity @ 38.7mbit/10mbit

Tom,

It appears you migrated from Sky LLU broadband, was your line rental with Sky at the point of commencing the order for Infinity?

I would appreciate if you could outline how your order process went.

Regards

Dave

Hi Dave, I took a new line mate. Saying that though, BT made an error with my original install and tried to take my Sky line back (I pay Sky line rental and charges), which wasn't going to affect the install dates I was originally given.

Sky sent me a letter letting me know when BT would be getting the line back, which is the only reason I knew BT had made an error. Had I of let things go I was supposed to have the line changed back and the install done as per the dates given originally in my order.

I was offered a sim provide if I let the Sky line revert to BT Dave (BT thought I wanted my Sky line changed back to them and Infinity installed on it instead of a brand new line), but I wanted a new line due to having an intermittent fault on the line and didn't want to take a chance with FTTC.

Tom,

The call I took from BT (after placing the order via the website for Infinity and transferring the line back to BT) saying they couldn't progress the migration also said there was no way to do a SIM order even though I was happy for the line to revert. I guess it depends on who you speak to as to whether they have had to deal with a similar situation previously.

I'm glad to hear the new service is working great, can't wait to get it sorted.

Dave

In reply to a post by Fatlab:

Tom,

The call I took from BT (after placing the order via the website for Infinity and transferring the line back to BT) saying they couldn't progress the migration also said there was no way to do a SIM order even though I was happy for the line to revert. I guess it depends on who you speak to as to whether they have had to deal with a similar situation previously.

I'm glad to hear the new service is working great, can't wait to get it sorted.

Dave

There's quite a difference between staff Dave. I rang to see about a new line and Infinity prior to Xmas and was going to be hit with full line installation charges. I then did my first order via the BT website and was able to get free installation and a few other bits and bobs.

When things messed up via the human error I told them I was getting free line installation and the other bits. The guy I was dealing with told me that they will hit you with full fees unless you mention free installation and so on, but he had already ensured I would get the same as my online order.

Just shows you! Well chuffed with the new line and connection though Dave (long may it continue!)

The migration date itself is irrelevant wrt MAC expiry.

It merely needs to be submitted by the new ISP with their migration order to Openreach within the 30 days, and accepted by Openreach. The issue by Openreach of the scheduled date means it has been accepted.

In reply to a post by Fatlab:

Tom,

The call I took from BT (after placing the order via the website for Infinity and transferring the line back to BT) saying they couldn't progress the migration also said there was no way to do a SIM order even though I was happy for the line to revert. I guess it depends on who you speak to as to whether they have had to deal with a similar situation previously.

Could be the person at the other end was confused.

It is true that once a new line has been ordered, so by inference perhaps a Return to Donor ordered, that a SIM provide of broadband is impossible via the ordering system itself. Though I think a non-simultaneous provide broadband order is possible.

That's because the line order needs to be a "Linked Order Number", and that has to be quoted on the broadband order to trigger the Sim Provide.

From the earlier posts it sounds as though there may be manual intervention going on to bypass the problem.

In reply to a post by Fatlab:

Tom,

The call I took from BT (after placing the order via the website for Infinity and transferring the line back to BT) saying they couldn't progress the migration also said there was no way to do a SIM order even though I was happy for the line to revert. I guess it depends on who you speak to as to whether they have had to deal with a similar situation previously.

I'm glad to hear the new service is working great, can't wait to get it sorted.

Dave

Dave

I was spose to have FTTC installed today (WG Leamington Spa). Unfornatly there is a problem at our cab ( Same cab your FTTC will be connected to) and exchange which means all installs between today and the next 2 to 3 days are going to be halted and delayed. As far as i am aware 3 cabs are affected in the Leamington Spa area (Possibily more if not all of them).
The BT Engineer that came this morning (7.30am) had the install all complete within the hour except he couldn't get the home hub to get a connection with the isp. He had earlier with his hand held device got a 40.2M connection from our house.
Everyone who is spose to get a install in Leamington over the next couple of days will now be delayed untill they resolve the exchange issue.

Looks like your original install date may have failed for 10 feb. The latest is it will take between 1 to 3 days to resolve and fix the exchange issue.

I am now waiting for BT to call me with a new install date which will be provided after the exchange issue being resolved.

My date had already slipped as BT now need to complete the line rental return to BT (on 11th) before they can process an Infinity order. So as it stands BT will be placing an order on my behalf on 12th. Assuming the same kind of dates I guess that will be a migration/activation around the 25th.

Fingers crossed you get your sorted soon.

BTW cab distance wise are you near to my place? (house on the corner with the grey M3 and the black XC90)

Dave

In reply to a post by Fatlab:

My date had already slipped as BT now need to complete the line rental return to BT (on 11th) before they can process an Infinity order. So as it stands BT will be placing an order on my behalf on 12th. Assuming the same kind of dates I guess that will be a migration/activation around the 25th.

Fingers crossed you get your sorted soon.

BTW cab distance wise are you near to my place? (house on the corner with the grey M3 and the black XC90)

Dave

My property is much further then yours from the FTTC cab.
My approx cable length is 300metres.
You will defantly get the full speeds as the cab is so close to you. I am assuming your house on the corner is insight of the FTTC cab. The engineer this morning from my house recorded over 40M on my line.
Then again i was the only person connected to the cab at that time.
A pity and a waste of time this morning considering it was all installed then only to find out that not everything at the exchange is complete. Thats been 4 days of work since christmas with the line problems and engineer visits recently and another day off today for a failed FTTC installation.

Just got an update from BT that the FTTC problem at the exchange has been resolved therefore FTTC in Leamington are back on again as from tommorrow. Unfortantly my new date is 23 Feb.

Just hope everything will be ok now.

In reply to a post by BP1:

Just got an update from BT that the FTTC problem at the exchange has been resolved therefore FTTC in Leamington are back on again as from tommorrow. Unfortantly my new date is 23 Feb.

Just hope everything will be ok now.

When my original new line and Infinity order was messed up by someone at BT I was put back by just under 4 weeks, but it's been worth it.

Hopefully your install will now go ahead smoothly and you'll get a good connection.

In reply to a post by BP1:

Just got an update from BT that the FTTC problem at the exchange has been resolved therefore FTTC in Leamington are back on again as from tommorrow. Unfortantly my new date is 23 Feb.

Just hope everything will be ok now.

BT engineer called at 8:15 to do ours.. Called about 8:50 to say there is a problem with the cabinet and the original service has been resumed..

Edit: Leamington too, BTW

Edited by deleted (Thu 10-Feb-11 09:01:46)

In reply to a post by Spasch:

BT engineer called at 8:15 to do ours.. Called about 8:50 to say there is a problem with the cabinet and the original service has been resumed..

Edit: Leamington too, BTW

The thick plottens as I hear someone went live on our cabinet this morning..

In reply to a post by Spasch:

In reply to a post by Spasch:

BT engineer called at 8:15 to do ours.. Called about 8:50 to say there is a problem with the cabinet and the original service has been resumed..

Edit: Leamington too, BTW

The thick plottens as I hear someone went live on our cabinet this morning..

Hopefully that will be whatever the issue was solved and the delayed installations will now go ahead without any further delays.

In reply to a post by reme8488:

Hopefully that will be whatever the issue was solved and the delayed installations will now go ahead without any further delays.

Seems unlikely as my ISP was very surprised and was the one who told me that they'd had another customer go live on the same cab (this was 1 hour after the BT engineer called the second time).

EDIT: Still not had an update since, though..

Edited by deleted (Thu 10-Feb-11 16:57:18)

In reply to a post by Spasch:

In reply to a post by reme8488:

Hopefully that will be whatever the issue was solved and the delayed installations will now go ahead without any further delays.

Seems unlikely as my ISP was very surprised and was the one who told me that they'd had another customer go live on the same cab (this was 1 hour after the BT engineer called the second time).

EDIT: Still not had an update since, though..

Are you saying your FTTC got aborted also today.

In reply to a post by BP1:

Are you saying your FTTC got aborted also today.

Yeah, install was scheduled for this AM, cancelled after about 35 minutes after the call warning us of the phone and internet about to be cut off.

In reply to a post by Spasch:

In reply to a post by BP1:

Are you saying your FTTC got aborted also today.

Yeah, install was scheduled for this AM, cancelled after about 35 minutes after the call warning us of the phone and internet about to be cut off.

When mine failed yesterday i was informed that as of that time they were aware of three cabs with problems. Later BT hinted that quite a few more were problamatic. I was also told that i could not be given another date untill the problem was fixed. I had a update last night to say all was fixed at the exchange. They rang again this morning with a new install date.
Which cab are you fed from and who is your FTTC isp (assuming your at LSpa)

In reply to a post by BP1:

When mine failed yesterday i was informed that as of that time they were aware of three cabs with problems. Later BT hinted that quite a few more were problamatic. I was also told that i could not be given another date untill the problem was fixed. I had a update last night to say all was fixed at the exchange. They rang again this morning with a new install date.
Which cab are you fed from and who is your FTTC isp (assuming your at LSpa)

Yeah, I saw your post last night about the issue you had..

I'm in North Leamington and I think we're fed from cab 12 (Lime Avenue).. ISP is Aquiss (who informed me that they had 7 people go live in Leam today, 1 from the same cab as mine and were very surprised at the failure)..

Well the line came under BT's control yesterday (call ID disappearing was the give away) and 1471 and 1571 now anounce as BT services.
Fortunately Sky LLU broadband is still active and working fine and I received a call from BT this morning offering an Infinity install slot of PM on Thursday 24th which is sooner than I was anticipating.

Looking good assuming the problem with the cabs have been sorted in time.

Dave

In reply to a post by Fatlab:

Well the line came under BT's control yesterday (call ID disappearing was the give away) and 1471 and 1571 now anounce as BT services.
Fortunately Sky LLU broadband is still active and working fine and I received a call from BT this morning offering an Infinity install slot of PM on Thursday 24th which is sooner than I was anticipating.

Looking good assuming the problem with the cabs have been sorted in time.

Dave

I'll tell you on the 23rd Feb. (My new install date)
Dilbert who lives not to far from both of us had a install date of 10 Feb. If he;s been connected then the problems are soughted. Was hoping he would post with an update.

Anyhow fingers crossed

In reply to a post by BP1:

I'll tell you on the 23rd Feb. (My new install date)
Dilbert who lives not to far from both of us had a install date of 10 Feb. If he;s been connected then the problems are soughted. Was hoping he would post with an update.

Anyhow fingers crossed

He's obviously too busy downloading the entire internet onto his home network..

The issue with mine is a faulty DSLAM in the cabinet.. Should get an update on Monday..

In reply to a post by BP1:

I'll tell you on the 23rd Feb. (My new install date)
Dilbert who lives not to far from both of us had a install date of 10 Feb. If he;s been connected then the problems are soughted. Was hoping he would post with an update.

Anyhow fingers crossed

Had an update today for Leamington Spa. There is still a DSLAM/PCP issue affecting all FTTC circuits on the Leamington Spa exchange. Apparently, there were engineers working on it today, and there should be an update tomorrow. I'll post when I know more.

A mate of mine was supposed to have his install today, but it was cancelled 22 minutes before the end of the allotted time slot.

In reply to a post by Spasch:

In reply to a post by BP1:

I'll tell you on the 23rd Feb. (My new install date)
Dilbert who lives not to far from both of us had a install date of 10 Feb. If he;s been connected then the problems are soughted. Was hoping he would post with an update.

Anyhow fingers crossed

Had an update today for Leamington Spa. There is still a DSLAM/PCP issue affecting all FTTC circuits on the Leamington Spa exchange. Apparently, there were engineers working on it today, and there should be an update tomorrow. I'll post when I know more.

A mate of mine was supposed to have his install today, but it was cancelled 22 minutes before the end of the allotted time slot.

Thanks for that update.
Has anyone in Leamington been connected.
This FTTC exchange problem seems to be taking a long time to fix

In reply to a post by BP1:

Thanks for that update.
Has anyone in Leamington been connected.
This FTTC exchange problem seems to be taking a long time to fix

No worries..

Not that I have heard of and there was no update today.. Going to send an email in the morning and see if anything has been completed.

In reply to a post by Fatlab:

call ID disappearing was the give away

Sign up for BT Privacy at Home for free.

In reply to a post by XRaySpeX:

In reply to a post by Fatlab:

call ID disappearing was the give away

Sign up for BT Privacy at Home for free.

Unfortunately as there is still an open order on my account (the activation of Infinity on 24th) BT sales cant make a change to my services such as subscribing to Privacy at Home. That plus a call waiting were the two services I wanted to put in place but I will have to wait until the whole order (line move and infinity install) is completed.

Dave

In reply to a post by Fatlab:

Unfortunately as there is still an open order on my account (the activation of Infinity on 24th) BT sales cant make a change to my services such as subscribing to Privacy at Home. That plus a call waiting were the two services I wanted to put in place but I will have to wait until the whole order (line move and infinity install) is completed.

Try doing it online yourself. Can't do any harm. I suggest you do the Privacy change first then log out and back in, rather than both on the same login, in case it rejects the "Call Waiting".

That was the first thing I tried. You get to the point where you enter phone number, post code and confirm you are the account holder. It then polls the status of the line but comes back saying there is a problem. The problem being the pending order.

Dave

In reply to a post by Spasch:

In reply to a post by BP1:

Thanks for that update.
Has anyone in Leamington been connected.
This FTTC exchange problem seems to be taking a long time to fix

No worries..

Not that I have heard of and there was no update today.. Going to send an email in the morning and see if anything has been completed.

Any news on the Leamington activations?

Dave

I am in Warwick Gates, and have an install date of 25th Feb.

When I placed the order (with Zen), the install date i was offered and chose was Feb 21st.

When the order confirmation came through (after a delay of a couple of hours), it was bumped back to the 25th.

In reply to a post by andrewrobins:

I am in Warwick Gates, and have an install date of 25th Feb.

When I placed the order (with Zen), the install date i was offered and chose was Feb 21st.

When the order confirmation came through (after a delay of a couple of hours), it was bumped back to the 25th.

Just hope everything is soughted soon. Was originally told that the exchange problem would be fixed within 3 days. That was on the 9 Feb. If it is not fixed soon this will be the second FTTC installation fail for me.

In reply to a post by Fatlab:

Any news on the Leamington activations?

Dave

Nothing yet - I was told yesterday that BT were reviewing my line and an update was due at 4PM, which didn't happen.. I'll try and find out more this morning..

In reply to a post by Spasch:

In reply to a post by Fatlab:

Any news on the Leamington activations?

Dave

Nothing yet - I was told yesterday that BT were reviewing my line and an update was due at 4PM, which didn't happen.. I'll try and find out more this morning..

The latest update i have is that the exchange problem is now due to be fixed any time upto 22 Feb.
They are going to re-access on the 22 Feb and if all well then installs will start again on that date.
Should bear in mind that the original fix should have been completed 3 days after 10 Feb. Any how i'm sure its worth the wait.

Well fingers crossed BP1 as I believe you are due on the 23rd, I'm due on the 24th.

Still not heard what happened to Dilbert though.

Dave

EDIT -----------------------------------------------------
Ignore this one, just seen the new thread "Leamington Exchange Issues"

Edited by deleted (Thu 17-Feb-11 17:43:06)

I posted an update in the Leamington exchange thread, short version is that I got mine installed at 8am on the 10th and despite some slowness during the day that maybe relates to these problems its been awesome.

Just had the same call essentially cancelling my Infinity order, clearly they didn't learn from this!

Why take an order if it's not a valid order.

In reply to a post by danielowenuk:

Just had the same call essentially cancelling my Infinity order, clearly they didn't learn from this!

Why take an order if it's not a valid order.

Well I now have the line under BT (11th Feb) and as it stands I should be getting infinity installed on 24th Feb.

One thing to watch out for is that they will start billing service for BB & calls from the date of line transfer, give them a kick and get it to be held over until the Infinity service goes live.

Dave