MOVING ISP DISASTER

First post!!!!

So our Fibre Cabinet has FINALLY been installed after 5 years!

We have 2 lines in the address.
1 is my dads business line (UniCom)
1 is the residential line (TalkTalk).

We are trying to get Vodafone Broadband for the residential line and retain the number, and leave the business line alone.

Although EVERY time Vodafone are submitting the order, we are getting letters and emails from BOTH UniCom and TalkTalk to say 'Sorry You're Leaving Us'....

Vodafone are informing us they have no way of differentiating the line.

Where do I go from here???

Thanks!

Somewhere other than Vodafone? I.e. an ISP that knows what they are doing. It's almost as though they are using the address, not the phone number.

At a guess Unicom are re-selling a TalkTalk Business Wholesale service, so Vodafone are confused. That could explain why they aren't using the phone number, as neither would appear in the BT Wholesale database they may be looking at.

However - the implication is they are ordering twice! One for each line.

As a side issue, looking two or three of the results here I'm surprised your Dad's business line is OK. Though the service from TTBW is generally good, so maybe no need to ever contact Unicom.

Thanks for your reply RobertoS!

It sounds right what you are saying!
Vodafone say its a 'lucky dip' which line it takes over, which isn't great if theres a chance it can disrupt a business line!

I think it may be worthwhile looking at BT, I was talking to one of their advisers who informed me they path the line through the landline number provided when retaining, if that makes sense???

Um.

Amongst the larger providers BT are probably the most likely to get things right. To some extent it depends where the number originated.

If it started as a "BT" number, i.e. the line wasn't originally ordered from TalkTalk, then that is good. If it was ordered as a new line from TalkTalk I would feel there was a risk. Do you happen to know? And similarly, what was the status of your Dad's line before it went to Unicom.

Among the smaller (more expensive) providers uno might be good at sorting it - if you make sure you explain the setup. An excellent ISP.

I've got multiple lines and moved between Talktalk, and BT no issues.

The issues probably just that Vodafone are new to the ISP market.

That said Talktalk fibre is pretty good - any reason for switching?

Vodafone say its a 'lucky dip' which line it takes over

What a load of rubbish - just done a migration in a property with two services and not a glimmer about the line I did not order on. Vodafone should be using the telephone number to identify the circuit as well as the address, clearly they are not and this is causing the problem.

If they are both MPF services, they won't see the last two digits of the number on the Openreach database, just the circuit number meaning what they say is quite correct.

I suspect if the OP was able to get the circuit reference, he could then give that to Vodafone so they can identify the correct line.

Matt

As an aside - I don't find Uno expensive - Fiver cheaper at £23 than my last provider for line BB and fixed IP!

Edited by professor973 (Fri 29-Jul-16 11:13:47)

If they are both MPF services, they won't see the last two digits of the number on the Openreach database, just the circuit number meaning what they say is quite correct.

Surely an issue that CP's should be pushing to resolve ? How can this be acceptable to Openreach/CP's/End Users ??

No, because Openreach have no visibility of whatever number the MPF provider might assign which is why circuit references are used.

Matt

So not an Openreach issue, so CP's need to sort this out ?

I don't see how it is an OR issue. This will likely be the way things progress in the future when "naked DSL" appears where a line exists but there is no number, just a circuit reference.

The gaining CP should really step up and get in touch with TT/Unicom to at least get one of the circuits references, that way they can work out which line is the other and place accordingly.

Matt

I don't see how it is an OR issue.

So not an Openreach issue, so CP's need to sort this out ?

I'd kinda already said that Uno ?

If the whole process isn't fit for purpose, then the CP's should be sorting it out, and ensuring that the process works better going forward.

Thanks for the reply guys!

I contacted Vodafone to get the requests and orders cancelled!

Tried contacting BT, but they're telling me my line is stopped?!

Is this because I have requested to move provider already? I assume it can take a few days for this to cancel off??

In reply to a post by themusicguy6:

Thanks for the reply guys!

I contacted Vodafone to get the requests and orders cancelled!

Tried contacting BT, but they're telling me my line is stopped?!

Is this because I have requested to move provider already? I assume it can take a few days for this to cancel off??

Think it usually takes 24 hours.

What have BT got to do with it?

If, as we all seem to think, both lines are TalkTalk LLU then BT Retail won't see them, unless you put in an order once the existing ones have been cancelled.

BT are the provider that I am looking to sign up with now

I just want to ask why you are leaving TalkTalk - connection wise I do not see BT being incredibly better. Certainly TT will offer fibre as well and save all the faff.

TalkTalk offer a shocking tech support service. No matter what the issue is, they'll just send replacement routers. We've been with TalkTalk for 12+ years, and they've been shocking from day 1!

I'm just gutted Vodafone won't be an option, considering their Cable&Wireless lines from Cabinet-Exchange seen to run more reliable

Take a look at Pulse8, monthly rolling contract. Talk Talk Business network.

Can't fault them, had two issues and they were resolved In 8 and 12 hours.