Trying to Leave Uno

I went to Uno as a refugee from the Coms/Timico mess.
One of the reasons I chose Uno was the one month rolling contract as I was hoping fibre might get here at some point and that might mean moving again....

At the beginning of Feb we finally had fibre enabled. The best value provider was Plusnet so I signed up with them - all fine. Now it seems that the order has been cancelled twice at the Uno end. On checking with Uno I was first told that they didn't receive the order - and that as it was a cease I would be charged a cease fee! That was news to me, but then maybe I missed something when I signed up as the website wasn't finished at the time.....
Then I received another message from Uno telling me they could see an order - for a cease - which would mean I would likely lose my phone number! This is not what I was told by Plusnet.

According to Ofcom I should be able to take my number with me when I migrate to another provider. What is going on? And why am I having to act as a messenger between old and new provider? According to Ofcom all I am supposed to need is to put in my order!

Has anyone managed to leave Uno successfully? Why is this such hard work?

What package are you on with Uno? I'm interested to see how you get on because I've made the mistake of staying with Timico and looking at going to Uno until fibre is available (I've had the order in since December when it showed as available) but I'm concerned about getting hit with a lot of charges to change again.

I think we explained this last night for you when you contacted us.

The order we're seeing generated from plusnet is not a number port, it is a cease (but this only appeared after your initial contact where no earlier request could be seen). This will generally mean you do not keep your number because you have a full MPF service with us. We have no control over that process or the order type they place. However, as of 08:06 this morning, they cancelled that and have sent a different (correct) order through. Hopefully they have advised you of that!

The cease fee is always payable on MPF services though i'm afraid as discussed because we're charged this by our supplier (TTB).

Matt

Edited by uno (Wed 09-Mar-16 12:46:48)

It was MPF.

Matt

Losing my number was one reason I always avoided LLU. But when I joined Pulse8 resold TTB, i was assured I would keep my number if ever I moved away " We have a button for that" were the exact words. The post above seems to indicate that is not the case with Uno, or was I misinformed by Pulse8?

We don't decide if the number is kept or not when a line is migrated away. The gaining provider elect to start a port as part of a migrate or a new provide.

The first order in this instance was an outright cease (comes through as service cease by GP), they then cancelled this and then replaced the order with transfer with port.

Matt

Thanks Matt - It was the "The cease fee is always payable on MPF services " above that made me wonder.

That itself has no relation to if a number is kept or not. The retention of the number is down to the type of order the GP place.

Matt

What happens with TTB partial LLU (SMPF) if one wishes to switch to BTw - either as an internal migration or a migration to another ISP? Does the activation fee possibly charged by the current provider or a gaining provider include a broadband cease and re-provide? Obviously the line rental, phone number, etc. would not be affected if it's a broadband only move.

As long as that is a migration, there is no port so dealt with following the NoT system just as would be with a MAC = no cease

Matt

Thanks Matt

I am currently with Xilo/Uno on a TTB ADSL2+ package. My cabinet is currently at field survey stage, what would be involved in a fibre upgrade when the cabinet is done on my line Matt?

Unless I misunderstand the state of play at the moment, you would need to switch to resold BTW FTTC.

Well I am now furious!

My transfer to Plusnet is due tomorrow - 6th April.
As of this morning I have no phone and broadband and my Uno account appears to have been deleted! What on earth is going on? I can't believe how badly Uno have handled this transfer, it has been nothing but excuses which have not been backed up by anything from Plusnet (who have been very helpful and efficient throughout!). I transferred my other line to Plusnet from Talktalk at the same time without the slightest hitch, so obviously they are perfectly capable of doing this!

I want my connection back! Get this sorted please without further excuses!

Have you contacted us about this? Please do give us a call. As far as I can recall in regard to the name, your account has not been deleted (you've been trying to login with the wrong email address according to our logs).

Additionally, the issues you have faced so far have been caused by the gaining provider in the way they placed the order, as can only be done with migrations as from June 2015. We have no control over their placing of such orders but as was shown earlier, we could see orders cancelled and then corrected by a different order (from them).

Edit: Just found the ticket you had originally with us where I screen shotted the notifications we received from BT Openreach for your line. The date on that, was 4th April as expected migration date. This completed today and the line is showing as migrated/number exported.

This date is the one that Plusnet submitted to Openreach, a date we have no control over whatsoever. If Plusnet have ported the number early to then start service a day or two later, that is a decision of theirs but again, not one of our control or doing.

Matt

Edited by uno (Tue 05-Apr-16 10:32:07)

I can't give you a call. I don't have a phone line!
I've left a message on your live chat.

Sorted by very nice guy at Plusnet - thankfully!

I haven't had this much fun with an ISP since Screaming.net - and I didn't have to pay to get away from them!

In reply to a post by sylphe:

I can't give you a call. I don't have a phone line!

If you don't have a phoneline, how can you get broadband from Plusnet?

In reply to a post by BatBoy:

In reply to a post by sylphe:

I can't give you a call. I don't have a phone line!

If you don't have a phoneline, how can you get broadband from Plusnet?

I do not currently have a working phoneline or broadband. Better?

Presumably that's because you've migrated to Plusnet?

I sincerely hope so! It can't happen soon enough. Uno has been an expensive mess for me.

It sounds like Plusnet migrated you early

In reply to a post by BatBoy:

It sounds like Plusnet migrated you early

Not according to Plusnet. And from the fun and games that has been going on since I put in my order on 9th Feb - I believe Plusnet!

In reply to a post by sylphe:

In reply to a post by BatBoy:

It sounds like Plusnet migrated you early

Not according to Plusnet. And from the fun and games that has been going on since I put in my order on 9th Feb - I believe Plusnet!

The migrations process is gaining-provider led. This means that Plusnet are responsible for the migration.

In reply to a post by BatBoy:

In reply to a post by sylphe:

In reply to a post by BatBoy:

It sounds like Plusnet migrated you early

Not according to Plusnet. And from the fun and games that has been going on since I put in my order on 9th Feb - I believe Plusnet!

The migrations process is gaining-provider led. This means that Plusnet are responsible for the migration.

Well Plusnet have certainly sorted everything out for me and been helpful and polite throughout. Not making excuses or shifting the blame.
They also moved my other line from Talktalk without the slightest hitch. I have nothing but praise for the way Plusnet have acted towards me throughout this epic. I cannot say the same for Uno.

As the losing provider, Uno don't do anything.

Sorry you feel that way but this shows that the information they gave you in regard to 6th April was incorrect. Much like the information they provided earlier.

If indeed they had put the order through for tomorrow, they could not randomly decide to complete it early.

As Batboy said, the process is gaining provided led. They are in control of the whole process, including the date you migrate.

Matt

In reply to a post by sylphe:

I do not currently have a working phoneline or broadband. Better?

Earlier you said

In reply to a post by sylphe:

Sorted by very nice guy at Plusnet - thankfully!

I assume from that your problem at this stage was simply that Openreach carried out the migration and Plusnet failed to activate your account.

It is a well-know foible of the Plusnet system that if they forecast a date, that means "at the latest 00:01". In other words some time during the day before. Failing to activate during that day, (today in this case), is something they have done a few times.

As uno and BatBoy have told you, it is utterly impossible for uno to have any effect whatsoever on your migration except to prevent it completely. They are only allowed to do that in a specific situation, which you haven't been in.

It is possible that they could have closed your account so that you couldn't access their service, as you suggested earlier, in exactly the same way as you couldn't access Plusnet line or broadband because they hadn't activated it. (I know you could see your Plusnet account but that doesn't mean it is active for phone and broadband). But I believe uno when they say they haven't done that. Are they correct in saying you may be using the wrong login?

Edit - Re-reading your OP it seems uno did twice cancel the orders Plusnet put in, and in doing so acted entirely in your interests by preventing you losing your phone number.

Edited by RobertoS (Tue 05-Apr-16 15:04:19)

In reply to a post by RobertoS:

It is possible that they could have closed your account so that you couldn't access their service, as you suggested earlier, in exactly the same way as you couldn't access Plusnet line or broadband because they hadn't activated it. (I know you could see your Plusnet account but that doesn't mean it is active for phone and broadband). But I believe uno when they say they haven't done that. Are they correct in saying you may be using the wrong login?

Edit - Re-reading your OP it seems uno did twice cancel the orders Plusnet put in, and in doing so acted entirely in your interests by preventing you losing your phone number.

The login attempted was an abbreviation of the customers first name. Their login was their full name and wasn't attempted. Their account can still be logged in to now and will remain active for a few days yet (so that customers can download any invoices etc).

We didn't cancel any order (because we had no instruction to do so). Plusnet issued orders and then had cancelled them replacing with the correct type. The customer was shown the output of the NoT list we receive (as proof) to which it stated the date for the order placed by the gaining provider was 04/04/16 23:00

Matt

believe Plusnet over Uno? - Bigger fool you!

Plusnet are also 'Perfectly Capable' of a b@lls up. Moving from good customer service to mediocre at best, it's something you will discover.

Having gone through a number of ISP's over the past 15 years or so, I find that UNO are consistently reliable. Excellent service throughout.

Plusnet are owned by BT and as such I would take what Plusnet say 'with a pinch of salt'.

Edited by risk_reversal (Thu 07-Apr-16 04:55:33)

In reply to a post by risk_reversal:

Plusnet are owned by BT and as such I would take what Plusnet say 'with a pinch of salt'.

Well there is your problem caller [note the bold text above]

Like others have said and also straight from the man himself UNO have no control over your migration as it is on the gaining party.

I think a little humble pie should be consumed by the OP with a small apology for desert as it's blatantly obvious by the rules dictated by Ofcom as to whom is responsible here!

In reply to a post by sylphe:

<snip>
and that as it was a cease I would be charged a cease fee! That was news to me, but then maybe I missed something when I signed up as the website wasn't finished at the time.....
<snip>

Cease fees are the norm these days - and they're in the terms. Lots of people in many ISPs get caught out. You can ultimately thank BT for introducing a charge and somehow getting away with it, which means most providers pass it on (directly).

That said, your issues are almost certainly with PlusNet - not Uno - migrations are GAINING provider led now and in my experience Uno & Matt are very responsive, don't bull people and I imagine if there is an issue, that it's real.

In reply to a post by sylphe:

In reply to a post by BatBoy:

In reply to a post by sylphe:

... nested quotes trimmed ...

Not according to Plusnet. And from the fun and games that has been going on since I put in my order on 9th Feb - I believe Plusnet!

The migrations process is gaining-provider led. This means that Plusnet are responsible for the migration.

Well Plusnet have certainly sorted everything out for me and been helpful and polite throughout. Not making excuses or shifting the blame.
They also moved my other line from Talktalk without the slightest hitch. I have nothing but praise for the way Plusnet have acted towards me throughout this epic. I cannot say the same for Uno.

PlusNet have been telling you porkies. They're responsible for the issues you had, not Uno. You just don't like it because Uno couldn't fix something they do not control.

Enjoy your bargain basement ISP - you've just had the first experience of what happens when you pay peanuts and all that...

In reply to a post by risk_reversal:

Having gone through a number of ISP's over the past 15 years or so, I find that UNO are consistently reliable. Excellent service throughout.

I agree - Uno & Matt (and indeed Xilo) have been excellent and I've a few accounts for various reasons through them. They've been responsive, accurate and talk to me at the right level given I don't need handholding.

Plusnet are owned by BT and as such I would take what Plusnet say 'with a pinch of salt'.

...whereas my experience of PlusNet... well that's not so good. A direct "retail" account is often unreliable, and even though it now sync's at 6700 odd down and 2500 odd up (yes, Annex M), and clearly the downstream figure is broken, PlusNet refuse to escalate to BTW to get this fixed - despite me telling them exactly what to do, since I do it daily.

Meanwhile as "PlusNet partners", our experience lasted 2 weeks, and I moved the 3 lines that we'd migrated in as a test back out, because they're the most incompetent bunch of morons I've ever experienced & they lie - for example, they told me that to allocate a single public IPv4, they HAD to have a full network diagram, a full Ripe form and so on - which is cobblers, and despite eventually admitting there is no such requirement (I do this every day), they refused to provide a static.

It turned out a few weeks later the reason for the refusal and intentional delay was because they had none and were waiting for BT to give them some. There are threads about this elsewhere. They're full of bull and are hopeless.

Sorry you can't tell the difference between a trustworthy ISP and one that can hide behind live chat and lies.

Have you got mixed up with who you are replying to in the second part of that ? It looks more like it's to the OP praising PN rather han the poster you were agreeing with in the first part. Your final sentence is the opposite of what you said to the poster in the first part.

Hi,
Just a 2pence worth from a different supplier.

On this occasion I have to agree that Uno are correct with this one as others have said.
Since the new change in migration procedures all migrations are now gaining provider led meaning the losing provider (your current ISP) has not control whatsoever with the migration away, and as an ISP we cannot effect the date the migration completes on, this is all in the hands of the gaining ISP.