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hi
been having trouble returning to BT so i could get BT Infinity FTTC
ordered via BT about a month ago , they said they would handle everything and gave me an install date of the 18th nov
this came and went and no engineer showed , after 3 or 4 days of ringing up to find out what was going on (kept being told ah its being installed tomorrow etc) they eventually said theres a problem with my current supplier releasing the line/number
so i contacted vivaciti via a ticket
response given was :
Hi.
There is no migration path from broadband complete. You would need to place a cease order and then a new provide order for your phone line with BT.
Please note there is a 30 day rolling contract on broadband complete as well as a cease charge.
Is this really the case?
ive read about return to donor for BT , does this not apply and i really have to order a cease , wait for that to complete and then be without a connection until BT install the line again?
Just to be clear i have no problems with vivaciti , just want to move to FTTC and im hoping someone can help me sort out this nightmare!
Gimme your boots  Edited by Dest (Mon 28-Nov-11 02:03:44)
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BT should just be able to do a RTD, a cease should not be required, otherwise, you'll loose your number.
The only other way is to get new line install for the same day as the original service ceases but again, you'll loose the number.
Matt
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quite frustrating , as i assumed BT would know how to do this RTD
but as i said , they are now saying the order is on hold as my current supplier will not release the line/number
BT asked me to phone back in another 14 days(7 now) to see if my current provider had now released the line
Not sure where to go from here to be honest
i dont mind a new number too much , but i dont want any additional equipment installed to my house (like a new nte5 mounted beside the existing one)
Gimme your boots |
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Register (or login) on our website and you will not see this ad.
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"a new line install"
Doesnt mean you need anyone to fit a new socket it just means they switch a cable at the exchange and thats you with a new line.
But a return to donor should be possible via BT,post office and others.
BE*Unlimited 19157/1399Kbps
Edited by epyon (Mon 28-Nov-11 06:50:43)
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A return to donor is in effect a cease and re-provide (you don't loose your number!)
I have had a look and there is only one email to accounts email regarding to this that I can see (if you have a ticket number it would help locate the issue as your TBB username gives no clues), and looking at the notes it would seem the reason this was stopped is there was no notice from you that you was moving your line back to BT, so in effect we regarded this as a slam attempt and these are always (for good reason) stopped.
It is correct there is a termination fee on the complete product and there is also a required months notice on all our services. But this type of RTD doe not require a BT engineer or anything as the work is done in the exchange.
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Fully unbundled services raise their ugly head again.
Adrian
Desktop machine now powered by windows 7 pro 64bit , laptop by ubuntu
On ADSL24 using C&W network.
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Vivaciti do FTTC, and can move the phone line to WLR3 as well. Did you know that, and their package isn't suitable, or did you just not know?
My broadband basic info/help site - www.robertos.me.uk
My domains,website and mail hosting - Tsohost. Internet connection - IDNet Home Starter Fibre. Live BQM.
"Where talent is a dwarf, self-esteem is a giant." - Jean-Antoine Petit-Senn.
Edited by RobertoS (Mon 28-Nov-11 09:51:13)
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Ticket number is 630613
but as I stated in the op I have no problem with the product or support given by
Vivaciti(BT has been horrendous in dealing with this)
I didn't contact vivaciti to give any notice as BT indicated I didn't need to,
that they would handle everything for me
This seemed logical at the time , as the move from BT to vivaciti originally was seemless and did not require me to contact BT
Don't really understand why its not the same in reverse
I'm waiting on a BT Forum moderator that promised to get back to this morning with options
I will contact vivaciti after this
Gimme your boots |
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Yes I was aware that vivaciti could also provide fttc , but had not heard of wlr3 before
To be honest the unlimited (throttled I know) nature of the infinity product swayed me
Also free fttc install , and first 3 months free (3x£28)
Viviciti have now updated my ticket saying that the order will now work as I have given them notice
I have updated BT to try again
Hopefully goes smoothly this time
Gimme your boots |
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BT should just be able to do a RTD, a cease should not be required, otherwise, you'll loose your number.
Hi Matt.
You've indicated in the past (I think Vicaciti also) that a SIM order with a RTD may be possible for a nominal fee, presumably when moving from one of your MPF products to one of your BT line based products.
Is this also the case when moving to FTTC or is that just for standard ADSL provision?
If not for FTTC then this would at least get you into a position to order FTTC without any broadband downtime.
Gary
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Just a small update
As I said , I contacted a BT Forum mod to get them to resubmit the original order
As vivaciti said they would now accept the order since id given notice
The forum mod (Stephanie) got back to me yesterday afternoon and said that someone from openreach had just been on the phone to vivaciti and I had 2 options
1. Would be to have my line ceased , wait 4 days and be activated on a bt line with a new number - then submit an order for infinity which would take an unspecified amount off time
2. Would be to have my line ceased , wait 10 days and be activated on a bt line with my old number - then submit an order for infinity which would take an unspecified amount off time
I stated that neither of these were ideal , and that I could understand why a RTD couldn't be completed in one day , especcially with vivaciti saying an order submitted to them would now be accepted
Stephanie said she would get back to me , this was 24hours ago :\
Its all very frustrating and extremely drawn out
Have to say I will think twice before switching from a bt line again
Gimme your boots |
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Hi,
You were lied to by the BT forum mod, no ifs no buts.
If BT OR had called I would have received the call and I can assure you that no such call was received here with regards to your line.
Just for your information the lead time to migrate a line from MPF is about 14 days, and cannot be done on the same days even if all parties agree.
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I quizzed her when she said they had been on the phone to my supplier
I asked was it before or after vivaciti had agreed to release the line
She said "just 30 minutes ago"
So you may be correct that she lied or has been lied to by openreach
Unless maybe they contacted talktalk directly?
Regardless , is the 2 options she gave me correct?
4 days downtime for new number
10 days downtime to keep number?
And any idea what cease charge I may face?
I know my final bill may vary etc , but just what the cease charge is
Gimme your boots |
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Dest,
I think vivaciti previously stated in another thread that it would cost a fiver to return the line to BT from full LLU (MPF)...
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A fiver would be good , but think that may be if you stay with vivaciti , not sure
Gimme your boots |
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They should just be able to take over your line as before, with no issues.
If it was me, I would cancel the current order, give it a couple of days and then place it again as if nothing had happened.
Our charge to terminate the complete product is: £53.99
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Ouch!
Gimme your boots |
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Our charge to terminate the complete product is: £53.99
Ouch, one to give a miss i think.
Always worth finding this info out before migrating to someone for when you want to leave. I've never been charged yet for moving broadband or line.
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Thats charge is only on our complete product.
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Thats charge is only on our complete product.
Does this charge apply even after the minimum contract period as elapsed?
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someone from openreach had just been on the phone to vivaciti
Clearly rubbish as Vivaciti have no relationship with Openreach. They are a referral operator taking commission from the real provider or the real provider's reseller.
My hunch is that the real provider is TalkTalk who resell to Daisy Internet and then Vivaciti take referral from Daisy. But I may be wrong. I am sure Vivacit will clear this up.
A ten day takeover is not unusual as slamming regs require a ten day period for takeovers. This might be the best and only way to go to to retain your number.
Edited by deleted (Tue 29-Nov-11 21:18:30)
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To be fair she actually said "on the phone to your current provider"
she didnt mention vivaciti or any providers name in the emails and phone calls ive had with her
so that was an assumption on my part
I too think it may have actually been talktalk they contacted
Perhaps they type my number into their 486-DX/2 and TALKTALK!!! flashes on the screen in big red letters
Anyway they got back to me late this afternoon , apparantly my line will be ceased this thursday , and re-activated on friday
I will have to re-order Infinity on Saturday
I forgot to actually ask if this will be with a new or existing number
Just need to dust off my balaclava and go out and aquire that cease charge now 
Gimme your boots |
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To be fair she actually said "on the phone to your current provider"
she didnt mention vivaciti or any providers name in the emails and phone calls ive had with her
so that was an assumption on my part
I too think it may have actually been talktalk they contacted
Perhaps they type my number into their 486-DX/2 and TALKTALK!!! flashes on the screen in big red letters
Anyway they got back to me late this afternoon , apparantly my line will be ceased this thursday , and re-activated on friday
I will have to re-order Infinity on Saturday
I forgot to actually ask if this will be with a new or existing number
Just need to dust off my balaclava and go out and aquire that cease charge now
Don't Vivaciti do fibre? surely it is better to go with their fibre than going back to a faceless company like BT?
Adrian
Desktop machine now powered by windows 7 pro 64bit , laptop by ubuntu
On ADSL24 using C&W network.
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Yes they do , and yes vivaciti are streets ahead of bt for customer service
But I just don't see anything that comes close to BTs unlimited infinity package
That includes all isp's I've looked at
Not sure i realised quite how useless BT support can be though....
Hopefully if i push through and get this installed , i will have no further need to contact BT support
Gimme your boots |
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As normal you clearly have no idea what you are talking about!
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Yes they do , and yes vivaciti are streets ahead of bt for customer service
But I just don't see anything that comes close to BTs unlimited infinity package
That includes all isp's I've looked at
Not sure i realised quite how useless BT support can be though....
Hopefully if i push through and get this installed , i will have no further need to contact BT support
This is the problem and is one of the reasons I am not planning to change to fibre even if we do have it here.
I don't want to go back to BT and I get a unlimited and no traffic management service here, sure I only get 4megabits, maybe a bit more, but I still prefer the unlimited part and I am not paying Bt anything.
I must admit I would not mind say another megabit or two, but I still can't see the point in me having 40Mbits
but good luck, I hope it all goes well.
Adrian
Desktop machine now powered by windows 7 pro 64bit , laptop by ubuntu
On ADSL24 using C&W network.
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Well phone and broadband went dead today
So phase one of my epic crusade is complete
Hopefully BT phoneline being activated tomorrow
Then I have to order an infinity engineer again
On a plus note I requested they give me an openzone user/pass until infinity goes in , got put through to the usual outsourced(Indian) call centre
Took a bit of explaining but eventually got an openzone account sorted
I can live with that till the bt man shows up
Edit: actually now I've got home from work I realise its just the phone thats been stopped , and only for incoming calls , outgoing calls still work , broadband is still working also
Should I be concerned ?
Gimme your boots Edited by Dest (Thu 01-Dec-11 19:32:54)
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So my BT line finally goes active today
I thought id try my number now in the BT availability checker
And it says Infinity not available in my area !!! Hahaha :/
6 weeks and £52 quid cease charge lighter and its all for nothing
When I phoned to originally order they told me I could get it
Estimated speed of 31meg
Anyone got a 6 week rewinder?
Gimme your boots |
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Give it a day or two for your details to update on BT's system, then try again.
Alan
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As aramsay says. It takes 2-3 days normally, sometimes a lot longer, for the new end point of that number, ie you, to get updated on the broadband databases. Initially it usually reflects where that number was the last time it was used.
My broadband basic info/help site - www.robertos.me.uk
My domains,website and mail hosting - Tsohost. Internet connection - IDNet Home Starter Fibre. Live BQM.
"Where talent is a dwarf, self-esteem is a giant." - Jean-Antoine Petit-Senn.
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