Correct, once you have given them the required notice and as long as you had migrated away within that notice period.
Are they saying your line is "still" with them? if so ask them to do a TAG's lookup and ask them for the results. this will tell them who the line is with.
Where it is a little harder for them to work out was say if they provided your line through TTB and you moved it to another provider that also run the line over TTB then the TAG would remain unchanged, if that's the case ask your new provider for a conformation of when you moved to them and send that to coms, if you say moved to BT retail then the TAG will clearly show.

is "im migrating to a new ISP" the same as "i give 30 days notice from x date"?

Going on what DrBC said he informed them of migration, would that also be classed as starting the 30 day notice period or have you explicitly got to say "i give 30 days notice from x date"

I know it means the same thing but maybe the wording of it is what the issue is. COMs dont take much confusing it would seem

Edited by bobble_bob (Thu 22-Jan-15 14:43:36)

I'm having the same problem with Coms not answering tickets.

I changed one of my two accounts with them to plusnet 2/3 months ago and after a speedy response to my request for the MAC address (hurray), I asked to cancel one of the two accounts due to their throttling of streaming video. Coms took about a week to reply and I was told I'd get a refund off my next bill.

Roll around next bill and they owe me £10.98, great thinks I. Except the refund doesn't happen. As I've been busy with other things I didn't bother chasing it except around the middle of this month I start getting the connection intermittenly blocked due to a 'missed payment' - yes thats right - the missed payment is them not paying me my refund!

Cue two tickets which now haven't been replied to after 23 days!!!! Interesting I can see it was 'updated' a few days ago with nothing having happened.

I don't see why I should ring them which for me isn't as convenient and they are an ISP!

Remember when they said service would stay the same after the transfer from ADSL24? ha! Interestingly after I cancelled one line, the video throttling mysteriously dissapeared. As soon as I switched from Coms to plusnet too, the throttling immediately dissapeared. This was after months of [censored] youtube performance.

Sorry for the ranty post!

I am also having the same problem with Coms - well, I am still being invoiced for service despite migrating my fibre broadband away from them. I got my MAC code in early December and told them I was leaving and migrated to zen in mid-December, but since then I have received two further invoices. I even called them again, once I initiated the zen migration, to confirm I needed to take no further action, but they have continued to invoice me. I've asked them to investigate so I expect there will be a resolution this week (or next ....). Fortunately I had cancelled my coms direct debit on advice from zen so I don't have to chase them for money.

After giving Coms chance after chance time and time again, I've finally given up and moving over to Plusnet.

In the last 14 Months since migrating from ADSL24 I've barely had 5 Months of reliable internet.

I've booked numerous days off work (10 days in the last 11 Months to be exact) for BT/Openreach engineer appointments and when they don't turn up I ring Coms to get told "oh, it was cancelled as your connection is back up". Unfortunately they can't seem to grasp that this is what happens with an "intermittent" connection!

Due to the tickets constantly being closed or ignored the Coms technician asked me to communicate with him by email, which I did. When I emailed asking for a refund of the last 3 Months where I've had no internet connection I got no reply.

Emailed again asking the same question with the caveat that I'm considering moving elsewhere - still no reply.

Raised a ticket to request MAC code - Still no reply.

After 2 Weeks and no MAC code I asked for it again. 3 days later a reply came stating they couldn't give me the MAC code as they can't get it from the supplier therefore I'd have to ask my new ISP for a "Working Line take-over".

Plusnet were happy with that.... and the migration is taking place right now.

By the way - I wrote this post 20 minutes ago - been waiting for connection to come back up so I can actually post it!

So you are now on Plusnet?

As we don't know what the cause of your problem was it's hard to forecast how things will go. At least you will get better CS from them, though if it isn't a simple issue then you will need to get the forum reps involved.

I'm sorry to say that there seems to have been a policy decision from above a few months ago that the reps can still check here, but nothing like as frequently as they used to. The heavy hand of an ex-BT man at the top in my opinion.

When they do look in they are just as effective as ever, but I would recommend going on the Community forums for a faster response. That doesn't mean you can't post over here what you think - as I rarely go there I hope you do. Just shout for help over there.

I think the "working line takeover" would be because you were on full LLU with them. MACs are not used to migrate into or out of that.

Welcome, and good luck with the fault .

Lately I've become convinced there is no fault with the line but the problems are Coms/equipment related.

One day upstream SNR will suddenly creep up from its normal 8 to around 28 whilst downstream SNR doesn't move.
The next day I'll have 40% packet loss, but the day after that its fine again.

Then I'll have no connection for 3 or 4 days, but suddenly it comes back and works fine for a fortnight.

Once downstream SNR goes below 4, it will keep dropping until it goes into negative numbers then the connection will keep dropping, then re-connecting at 4dB, then drop back into negative, disconnect, and the cycle continues.

I'll contact Coms who'll put me on a historic profile and downstream SNR goes back to 8 or 9 and stays there and is fine for a while.

All these issues happen independently of each other, but at all times one of them is causing connectivity problems.

At 54dB my line attenuation is on the high side, thus the line seems sensitive to these various fluctuations in other parameters.

Then I'll get "connection drops" yet the router stays syncing throughout, but there's no internet connectivity.

I'll get a few days with every website returning DNS errors, but I can download emails or run programs that stream data with no problems.

The only fault that's ever been found on the line by BT was high resistance at the DP due to corrosion and that was fixed, but the problems still keep occurring.


You are correct - I'm on full LLU (Talk Talk equipment). I once said I'd never take broadband with Talk Talk due to rude customer service I once received, so by dumping Coms I'm getting rid of any reliance on them too - 2 birds with one stone.

Edited by deleted (Thu 29-Jan-15 08:22:15)

I read "the migration is taking place now" to mean you were posting some other way while your line was disconnected and reconnected .

When is your expected migration date?

Migration date should be around 10 working days from today.

They estimated 30 minutes to 1 hour downtime.

My only concern is what kind of hit I'll take on broadband speeds. Through LLU on ADSL2+ I can get up to around 7Mbps sync rate and 6Mpbs actual speed. 0.8Mbps upstream.

Prior to being on LLU I struggled to get beyond 2Mbps downstream.

Which exchange?