FTTP to FTTP Migration

Hi, I'm relatively tech savvy & work as a engineer for a mobile network.

However I'm trying to get my head around how a FTTP to FTTP migration should work. From reading online and here, alongside speaking with BT & Zen - it sounds like it is not possible to migrate/transfer these services in the same way that a FTTC connection works. Where you inform the new provider and they cancel with the older provider and implemente new services.

Essentially we've already got the fibre cable to the house & the ONT installed, with existing provider ZEN.

We are looking at switching to the devil, BT - purely based on price. Unfortunately. Zen are unable to compete.

But I'm left feeling if we cancel services with Zen, we could be in a situation of no broadband - if BT turn around and say we can't see your address on our database or something silly.

I've also read that it should be possible to have multiple FTTP providers/connections over the same cable?

Does anyone have any experience of switching FTTP providers and what should be expected?

Thanks,
Aaron

It ought to be a change on software only ...

https://forums.thinkbroadband.com/fibre/t/4635847-re...

Is along the same lines

Dont know why the OP would cancel in order to migrate.

So speaking with BT today, they advised as the line has a active connection - they are unable to place a new order or migrate services. I would need to cancel with Zen, at which point I could order with BT.

But BT... so likely wrong.

Edited by deleted (Mon 09-Mar-20 18:03:13)

In reply to a post by witchunt:

Dont know why the OP would cancel in order to migrate.

Agreed .... it should just be a migration.

What makes you think you have to cancel with Zen?

The notification that you are migrating will trigger the account closure, and using the migration systems helps to avoid long periods of down time which used to happen when people tried to do it all by hand.

Do not not cancel

What MrSaffron said is correct, my friend has FTTP and he is switching from plusnet to zen, he was told it takes 15 days to complete the switch.
The switch is no different to FTTC .. well the only difference is the switch takes a few days longer.

Edited by beefcakechipz (Mon 09-Mar-20 19:41:26)

In reply to a post by MrSaffron:

What makes you think you have to cancel with Zen?

The notification that you are migrating will trigger the account closure, and using the migration systems helps to avoid long periods of down time which used to happen when people tried to do it all by hand.

I'm in the process of transferring from Cerberus to Aquiss because of the pending Cerberus price increase, so I've found this topic to be of some interest.

My first reaction is 'what migration system?' I've been charged £30 disconnect fee by Cerberus as I was out of contract and they then take 1 calender month to relinquish the line. Aquiss advised that they can't implement their service until Cerberus releases the line. That's due tomorrow (11th March) and I simply have to enter my new username and password into the router to reconnect.

To overcome any hiatus my Zyxel router has 4G failover, via a 4G dongle. (I'm having some difficulty getting them to talk to each other, but that's another story ... )

As far as I'm aware, my ECI ONT is single port, so there's no scope for running two providers in parallel.

I was pleased with the service from Cerberus until this cropped up; I have to say they have managed to sour my impression of them ...

I am currently with Cerberus and discussed with Zen moving my FTTP line - they said I would have to cancel my Cerberus FTTP before they could place an order so there would probably be a day or so of downtime before the new service was activated. Zen would only be able to place the new FTTP order once the FTTP line was released from Cerberus. Shame there isn't a proper FTTP migration process in place yet.

Hi brookheather,

Completely agree about about the need for a proper migration process. As per my post yesterday, I had to cancel my Cerberus service, pay for the 'privilege' and then wait a month. I signed up with Aquiss, who have provided exemplary support throughout.

Today, Aquiss got off to a flying start - Cerberus ceased the line at around midnight, and I duly entered my new username & password into the router. Still no joy by 7am, so I messaged Aquiss support who explained that they couldn't process the order with Openreach until the Cerberus cease. Reconnection was unlikely until tomorrow; lo and behold, just before 3pm, all the lights came on and we were up and running!

Full marks + to Aquiss!

Despite our good fortune in this instance, there is no reason for the lack of a proper migration process. There are too many companies hiding behind the 'we're providing a business-level service' excuse, nor should being out of contract be a loophole.

Here endeth the rant!

FTTP migrations are perfectly possible and account for about 50% of our orders currently.

If you see my reply to yourself, in ticket #807178, exactly 30 days ago you will see I mentioned migration and that could take 10 days or so to complete, but to meet your past providers 30 day cancellation requirement, a cease seemed the logical way forward and then restart the port. Normally we would migrate an active service and the losing providers just prorata the final bill.

So there is a proper migration process, however, the losing provider in this case, seems quite rigid in their processes to allow a more fluid transfer, from what I can see.

In reply to a post by brookheather:

I am currently with Cerberus and discussed with Zen moving my FTTP line - they said I would have to cancel my Cerberus FTTP before they could place an order so there would probably be a day or so of downtime before the new service was activated. Zen would only be able to place the new FTTP order once the FTTP line was released from Cerberus. Shame there isn't a proper FTTP migration process in place yet.

There is a proper migration process in place. As I mentioned in another reply, we personally see 50% of our orders as migrations.

In this case either Zen (most likely) or Cerberus are unaware or unable to support the migration process.

Hi Martin,

I stand corrected!

However, it doesn't seem right to me that the losing provider should be a able to exert such a one-sided hold on the process. It only annoys the customer, and reflects badly on the business.

In reply to a post by Mygri:

However, it doesn't seem right to me that the losing provider should be a able to exert such a one-sided hold on the process. It only annoys the customer, and reflects badly on the business.

Well lets just say, we have not yet come across another provider who is running their operations as such. Take that as you will

'nuff said!

It might we worth letting Ofcom know. I doubt if they would be over-pleased with the restriction.

A similar problem used to arise under the old MAC migration system with EE before BT bought it. They insisted on you completing your minimum term before they would issue a MAC. In effect adding a month to the term contract.

Do you deliver 330Mbps or greater? Offers seem to stop at 145Mbps but state average?

In reply to a post by F00tS0re:

Do you deliver 330Mbps or greater? Offers seem to stop at 145Mbps but state average?

We don't presently, no. Higher packages are under review and will arrive in due course, but we balance everything against market demand that at present, is very low.

Averages are stated in line industry rules. The 145Mbps is based upon a 160/30 profile.

I am in exactly the same boat, currently on Zen and considering BT especially with the new 500 service they are offering at similar price to my current Zen monthly cost.

Also been advised by both BT and Zen that I will need to cancel the service with Zen to 'free up' the single data port on my 1 port ONT prior to BT placing the order. BT advised that Openreach will simply bounce the order back if the Zen service is still active on the port.

Likely incurring 1-3 days of downtime taking into account the cancel + BT order time.

Have you had any further success or progress on a different approach?

In reply to a post by andyhasalandy:

Also been advised by both BT and Zen that I will need to cancel the service with Zen to 'free up' the single data port on my 1 port ONT prior to BT placing the order. BT advised that Openreach will simply bounce the order back if the Zen service is still active on the port.

That's crazy advice to be getting from two providers, as I've commented myself earlier in this thread, nearly 50% of our orders are migrations, without the need for any ceases to take place. Clearly some systems changing/training needs to take place.

In reply to a post by aquiss:

In reply to a post by andyhasalandy:

Also been advised by both BT and Zen that I will need to cancel the service with Zen to 'free up' the single data port on my 1 port ONT prior to BT placing the order. BT advised that Openreach will simply bounce the order back if the Zen service is still active on the port.

That's crazy advice to be getting from two providers, as I've commented myself earlier in this thread, nearly 50% of our orders are migrations, without the need for any ceases to take place. Clearly some systems changing/training needs to take place.

I just sat on the phone for an hour with BT, Sales Support (I guess 2nd line support) were doing some checks... then the line gets cut. Perfect! 1 hour wasted..

I'll be trying to call back later. I believe the first line sales/support only see that the ONT port is taken and their system wont let them place any orders or migrations.

In reply to a post by rman:

I'll be trying to call back later. I believe the first line sales/support only see that the ONT port is taken and their system wont let them place any orders or migrations.

Best time to phone BT is just after 8am and an hour before they end for the day, those were very short wait times for me.

Where as just now I was in the queue for about 40+ mins.

Paul