Broadband "Not Set"?

Hi guys,

I am in the process of moving house and my taking my existing provider "Primus Saver" of broadband and phone with me to my new address.

Primus have come back to me and said they can take the phone but not the broadband because the new address is, quote, "not set".

What on earth does this mean? Does this mean anything to anyone?

I put in my new postcode into [google search broadband checker] and it said that ADSL is available at the new postcode?

Many thnks guys!

does your *address* come up on the BT Wholesale checker ?

For avoidance of doubt

https://www.btwholesale.com/includes/adsl/main.html

And then click the address checker link on that page.

Broadband Checker via Google produces many commercial options that are not renowned for giving the full detail

Thanks for your quick reply! Appreciate it...

Yes, BT Wholesale also is showing ADSL is available there.... (see screenshot below)

http://i40.tinypic.com/rkyi34.png

Edited by deleted (Wed 14-Aug-13 15:22:42)

that's a postcode check ?

Address checker will say something like

Address 23 FELLOWES ROAD, PETERBOROUGH, PE2 8EA on Exchange PETERBOROUGH CENTRAL is served by Cabinet 40

(random address)

Hi guys for the quick responses... thanks so much!

I tried "postcode" and "address" lookup (as I don't know the telephone as I haven't moved in yet) and both are showing ADSL is available:

http://tinypic.com/r/2qvghut/5

Hi Yarwell - yep - I just did an address lookup. Screenshot here:

http://tinypic.com/r/2qvghut/5

Okay the problem is probably really that there is no LLU services at the exchange, i.e. only BT Wholesale ADSL (up to 8 Mbps ADSL).

In short if they were to connect you to their cheap £2.99 broadband service they would be losing money every month. I cannot find any information on what prices primus charge in non-llu areas, if it is the same as the LLU areas then I suspect they will do their best to dissuade you from taking their broadband

Hello Mr Saffron

Thank you very much for this reply. This makes a bit more sense .. I have compared the info on the chipping warden exchange with the exchange I am on at the moment and that confirms it. Where I am at the mo it has LLU services...

Thanks for clearing this up. Do you know if primus are obliged to continue on my service if I am just transferring?

Daniel

If the address is in the BT wholesale checker system then they should be able to order simultaneous provide of BB & phone via BT. I don't know if Primus do sim provide or if they do phone first then broadband once that' s up and running.

I never knew about this LLU distinction...

Does this means my choice of broadband ISP is a lot more limited? Is there any where I can find out who would provide at this new address ?

Thanks very much everyone for your swift replies and good knowledge.

They are only obliged if they keep charging you what they are charging you now, if they downgrade your bill to the voice line rental (WLR) only then not much you can do.

No legal obligation to provide broadband

My instinct suggests they are hoping to keep the poster as a WLR customer and avoid the expense of IPStream Connect at £7 a month or so (memory is weak) but only charging customer £2.99.

Yes, no LLU means the cheapest deals usually vanish e.g. the TV adverts for Sky and TalkTalk don't apply.

Also some providers will charge more in your location e.g. PlusNet and EE.

Sky will offer to connect you, but at £17 per month and it is a product to avoid due to congestion issues.

BT Retail can be a reasonable choice if you find Primus are unwilling to connect you once the move has completed. Ordering another broadband service while the phone line is being installed will be very difficult.

The question is whether you keep the line rental with Primus, as providers are trying to force bundles on people these days.

PlusNet works out around £19.49 per month for unlimited broadband, and reflects the costs of providing unlimited on this exchange, i.e. you can get an idea why Primus may be reluctant to connect you.

There is a chance that once you have moved the phone line, Primus will still happily connect your broadband at their low prices,

Hi Mr Saffron,

Thank you for all your help today and all the insightful, ery helpful comments.

The issue is now completely clear and I have to come to terms with the fact my internets is going to be more expensive than I had originally planned.

Not to worry, such is life!

Thanks so much again,

Dan

And rather slow, I'm afraid .

In reply to a post by digitaldanuk:

Do you know if primus are obliged to continue on my service if I am just transferring?

Almost certainly not!

Most ISPs' T&Cs re: House Moves, allow them to terminate the contract if they are unable to provide existing services at new address. Indeed Primus T&Cs in this respect look patently unfair:

In reference to www.primussaver.co.uk/phone-broadband_18months_terms.html:

2.10. Should the Customer move from the UK address given initially in order to receive this Service, then Primus will only use its reasonable endeavours to make available the Service at any new UK address, subject to confirmation that the Customers telephone line supports ADSL (Asymmetric Digital Subscriber Line) and payment of any Charge for transferring the Service. Whether or not Primus is able to make the Service available at any new UK address, the Customer shall continue to be liable to pay the Charges due under the current term of the Agreement. This clause shall apply each time the Customer changes its UK address.

However, it can be confirmed that ADSL, albeit slow ADSL Max, is supported at OP's new address. so they should use their 'reasonable endeavours' to provide it.

Edited by XRaySpeX (Wed 14-Aug-13 17:51:39)

Hi XRaySpex.

Looks like it's going to be damagelimitation for me then.

Am expecting a phone call from them today to hopefully come to a conclusion on this.

Thanks for looking up their T+C!

Cheers
Dan