Coms complete (MPF) to Vivaciti delays

After getting the details I needed via their ticket system, I called them up and went for it on the 4th (Friday). I was told there was a delay as the orders were manual and that it'd probably be put in on Monday which is fair enough. I was kinda expecting some kinda confirmation on the Monday but nothing.

I asked for an update via the ticket on the Tuesday (8th) and got a reply the next day (much slower than their previous <10 minute responses). I was told it wasn't straight forward and that their suppliers are ironing out some issues so there was a delay in getting the orders placed. Ok, it's all new so some issues are to be expected.

Asked for another update yesterday morning (15th) and no answer as of yet. Not far off 2 weeks now and it doesn't sound like my order is placed yet and there's no indication of when it will be. Understandably, I'm getting a little worried now as I was expecting a go live date by now really.

I know there were a couple of people taking the same escape route as I was; what are your experiences so far?

Benjanyan,

Vivaciti told me several weeks ago that it would soon be possible to move a MPF service to them without going through cancellations with previous providers etc.

They then announced on this forum that it was now possible.
...but obviously it isn't, or at least with any degree of certainty.

In the end I moved my Coms MPF service to BT Infinity and they were able to automate the process with no problems whatsoever giving me zero downtime.

I have a second line at another premises which is simple SMPF.
I tried migrating that to Vivaciti but have experienced exactly the same issues that you are with your MPF line.
Unanswered tickets, promised callbacks which don't materialise and a service which 4 weeks after the go live date, is still not complete.

I have already requested a MAC for that service but have been informed that it's not yet possible to provide one as the service is not yet complete.
Not good enough quite frankly.

I am in exactly the same position as the OP -request made the same day, same initial comments by Vivaciti -same chaser email by me on Tuesday and same response from them. I just had another update:

We are still talking to our suppliers about getting the connections through TTB moved over to Vivaciti. We was hoping to have them all moved over by now but there has been complications. We will hopefully have an update for you tomorrow. Again, sorry for the lack of information.

I am happy to be patient with them because if you are on MPF, then your choices are limited really. I dont want to pay 115 pounds to BT to transfer my line back, i dont want to sign up to an 18 month BT contract in order to get the line transfer for free, and the likes of Xilo dont really want to know yet. Even when i said that Vivaciti said it was possible, they just said they would have to look into it some more.

This does seem to be a very new development that MPF to MPF is even possible at all, so i for one am content to wait for Vivaciti to do their thing. It clearly isnt straightforward at all.

Not a case of we don't want to know... it's a case of this is not straight forward (nor fully supported supplier API side) and we've already attempted it of which it failed.

Our current supported method of getting from MPF is to go back to WLR first sadly.

Matt

...and in my situation I am experiencing exactly the same issues as you all and that is with a simple SMPF line!

Can't say we're seeing any major issues with SMPF on TTB now. There were some issues a few weeks ago where the migration would complete but Coms submitted bulk migrations to TTB and the line was effectively slammed away from us.

Customers had to get a new MAC and we had to process it again. TTB shouldn't have allowed it and Coms shouldn't have submitted such a list but luckily as TTB lines are not realm locked, customer could still login to our service generally.

Matt

Hi,
I don't think that's quite right is it?
The full story as you had been told on the phone is your service went live with us, you are logged in and working with your username details we gave you, it is only our back end systems that have not closed down, you are not delayed at all if you are working and on-line.

In reply to a post by vivaciti:

...it is only our back end systems that have not closed down, you are not delayed at all if you are working and on-line.

I requested a MAC several days ago and you have not provided it with the explanation that it can't be provided until your back end systems have closed down.

When will that be?
You don't appear to know.

You have given me two dates which have both come and gone with no change to the situation.

Soon you will be looking for another payment from me but for a service which is not complete.
Like I said, not good enough.

Thanks for the replies. I was relieved to hear that I'm not the only one in this boat.

I also had the same update from Vivaciti on Wednesday. No updates today or on Thursdays (as hoped). On the plus side, it's eating away my 30 days notice to Coms.

Had a reply this morning and it looks like the original plan is a no go.

In reply to a post by Benjanyan:

Had a reply this morning and it looks like the original plan is a no go.

So they can't do it when the've told everyone they can

In reply to a post by Benjanyan:

Had a reply this morning and it looks like the original plan is a no go.

Yes, but I rang them up and had a chat and got them to explain my options. And so am moving my line back to BT and taking up their LLU unlimited on smpf, its gonna cost but so be it. Just got to be shot of Coms .
The problem is TTB apparently, reckon they don`t have the capacity for another isp or something, sounds like the big boys can do what they like.

It's very strange as we were originally told by TTB it wasn't possible and after some back and forth, apparently it is.

We've put one order through to see what happens and have a commit date, as to if this completes is another matter entirely.

Matt

Fingers crossed for you with this (despite the apparent lack of capacity for broadband and phone for Xilo at my exchange).

Think I'll sit tight and hope another escape route appears. I don't want to blow that much money for 4 months worth of broadband (I move out).

I dont blame you in the circumstances, maybe Xilo may have more luck but I wont hold my breath. Input your number into Talk Talk Business line checker, it will "see" yr line ok and come back and offer you their packages. And if you ring them, they`ll tell you its all so easy. But I dont want to be with them direct anymore than I do [censored] Coms.

Fire us a sales email. I may have some news for you.

If you've already emailed us, just reply to that message.

Matt

Thanks Matt.

I am now an official Coms Complete migration guinea pig.

In reply to a post by Molehusband:

Thanks Matt.

I am now an official Coms Complete migration guinea pig.

Good luck with that , Xilo did`nt want to know when I contacted them more than a couple of weeks ago and spoke with one of their guys for about 10 minutes. Tried to fob me off with trying The Post Office for my line would you believe.

Edited by deleted (Wed 23-Apr-14 20:50:14)

Keep us updated!

Thats not the case at all, we've not "fobbed you off".

We would have presented the options at the time and the post office was that. Things have possibly changed in the last few days.

Matt

Matt
Sorry, I did not mean it quite like that.
Yes the chap did say Xilo could do nothing at that time, only when new platform came online in the future. But did not explain my options at all really, just telling me to ring BT or The Post Office was not much help, hence my comment.

We've put this back on the checker now and will process any new orders in the same way.

If you see a red error box, you can ignore this.. Our checker was never designed to do MPF to MPF but if the tabs show underneath this with Talk and Surf, there should be no further complications.

Matt

Thanks, Matt. I didn't have any issues other than the said error box.

Fingers and toes are crossed.