Cancelling FTTC service and taking out a new one

I'm in the process of switching my landline/FTTC service from a personal account to a business account. Current (and new) provider is Vodafone, if that matters. I've had my broadband from them for a couple of years on a personal account, and I'm out of contract term. I also have a separate business account with them, for my work mobile phone.

Saw on their website that they're offering new business customers (and maybe personal ones too) 6 months free. And then a discount for having both mobile and broadband on the same account. So I thought I'd switch my fttc broadband onto my business account. So far it's been a total nightmare.

At first I was told it was fine and would just transfer over. Then they called me and said they needed me to complete a number transfer request form online. But their online form said it wasn't for landline numbers. I told them that I wasn't fussed about keeping the existing landline number, and they said that I could just cancel my existing service and order a new one on my business account.

So I've ordered the new service, they said it requires an Openreach engineer to attend on the go live date to install it, and they booked that in for 30th June. I queried about cancelling the existing service and they said it wasn't automatic, I'd have to phone up the personal broadband team and cancel that separately. Called them and they say there's a 30 day notice period, which I've given, so my current service terminates on 22nd July.

So how on earth is this going to pan out? What will th Openreach engineer do on the 30th? Will he be able to make the new service go live, and over ride the old one? I'm not that fussed about paying twice for the overlapping 3 weeks. Should I go back and rebook the new service to start from the 22nd July? I'd rather avoid any down time between the old one ceasing and the new service commencing.

I've been told so many different things by their customer services, fobbed off, cut off, and not come back to me with answers, that I just don't trust anything they tell me any more!

The OpenReach engineer should install a 2nd master socket and activate the business account as a 2nd line.
You likely have a spare pair at the property already. If not 1 will be fed from the pole or chamber your line comes from.

That's a horrible way for it to be ordered. A cease sometimes comes with additional charges.

I would cancel the business order and would not continue with the cease on the personal line.

Phone Vodafone back up. There must be a way they can migrate you over.

Failing that and if it's the only way, you could time it so the new service goes live the day after the original service ceases.
This leaves you without service for a day or so but saves having a 2nd master socket installed.

I completely agree that is dammright horrible experience for the OP. He's paying extra for incompetence, the problem is with voda's staff, software or both!! mbdcs should cancel the business order and actually either start again with the order or look else where.

Yes, you're confirming what I had suspected really. I've no idea if there's a spare pair on the incoming cable, or even if there's any spare pairs from the pole back to the cabinet. I'm in a rural location, 2km from the cabinet, and it's a pretty convoluted route. It wouldn't surprise me if the Open reach engineer takes one look at it and runs away!

Think I'll ask them to reschedule the new service for the day after the old one ceases.

An existing customer with home broadband or business broadband would not qualify for the 6 months free offer. Also if the service is already setup as a "home broadband service" it is not possible to migrate it to being a business connection.

Placing a new order for an additional line to benefit from the offer is the only way to do it. Its inconvenient yes, but the company treats and administers home and business broadband differently. The business side comes with static IP by default, can also request more if needed.

Also business broadband can't be ordered on a normal consumer account, has to be business like sole trader or company account.

Would you be happy if the Openreach engineer (or contractor) simply took over your existing line? Most will be happy to with your permission.

I did it a few times, putting in the notes that the customer gave their permission.

In reply to a post by Icaras:

Would you be happy if the Openreach engineer (or contractor) simply took over your existing line? Most will be happy to with your permission.

I did it a few times, putting in the notes that the customer gave their permission.

I would be happy with that yes. But what I can't afford to happen is something go wrong that leaves me without broadband for days (or weeks!) I've spoken to Vodafone again today and rescheduled the new service to 23rd July, day after old ones terminates. So that should be about the best way all round, unless they manage to mess it up somehow...

I've transferred between consumer and business contracts in the past with no issue. But I've always been switching provider at the same time, and they don't seem to mind then. They're offering pretty much the same deal to personal customers as well. I'm out of contract but they didn't offer any concession to try and retain me - 6 months free is only to new customers. Daft really, seeing as now it's costing them a new router and an Openreach visit as well, neither of which are necessary.

I've done it with PN, no visits nothing, they changed my account from residential to business. I also went back to residential. That is why i said this is a voda issue!

In reply to a post by Taras:

I've done it with PN, no visits nothing, they changed my account from residential to business. I also went back to residential.

Hi Taras, slightly off the original topic but I am with PN and thinking about going from Residential to Business but the website implies contracts being cancelled and new ones being put in place - was that your experience ? Thanks