In reply to a post by markj:

2/ Whose responsibility should it be to maintain the existing service in the light of a problem such as the above (new cable required) BE or Plusnet?

I partly blame myself in hindsight for not seeing it coming?

Any advice gratefully received ?

Too late for advice except to try to get Be (best chance) or even Plusnet (I don't know if they can) to recover the line and number. Then proceed with the broadband setup. Only - it wouldn't be a migration any more, unless Be also reinstate their broadband.

Am I right in this post where I suggest you might have given Be notice and didn't think to get them to delay the cease order?

Hi,

For clarification

No notice was given to BE to cease anything. Just the mac code obtained from them and given to Plusnet.

Plusnet came back to me via their online order progession system to say that they would do broadband first and landline later.

I obviously should have gone back to BE after the failed fibre installation and told them the situation. However from a customer perspective I would nt have known if I would have caused more problems by doing that. Your trying to migrate and by telling BE not to cease anything you dont know what the outcome will be i.e you could mess up the migration and have to start again.

Wrongly I thought they would have sorted it out between themselves.

Presumably this must happen on a daily basis up and down the country...scary

Hi markj,

Feel free to drop me a PM with your username and I'll take a further look into it.

Regards,

For anyone in this situation this email was generated by BE on Friday 10/5/13 - the day that the landline and their adsl ceased. Despite being on the phone to them in a couple of hours the offer of reinstatement in the email generated below doesnt exist. They say they cant do it.

Presumably BT has told them the line has ceased because BE have asked them to cease it in the first place.


Mark

Email text:-

Hello Julie

Looks like something's gone wrong! BT have told us that your phone line has ceased.

Really sorry but we've had to suspend your BE service as we need an active BT line for our service to work; you'll need to get your BT line working soon (within 30 days) or we'll have to cancel your service.

To get BE again, you will have to pay a £10.21 reactivation fee, though we will waive this if you contact us within 7 days of deactivation. There may be a connection charge as well, if we need to get the BT guys
to plug your line into the BE network. Why has this happened? There's quite a few reasons actually: you might have moved house, changed your phone number, or you've cancelled your line because you
don't like BT anymore.

Please get in touch with us ASAP on 0808 101 3430 - we'd love to hear from you...even if it's just to say good-bye.

All the best

Everyone @ BE


Be Un limited
Company # 5262862
Wellington Street, Slough, Berkshire SL1 1YP.

In reply to a post by markj:

Decided to migrate from BE ADSL to Plusnet for fibre (FTTC) at home. Also taking phone line + calls. Got mac code from Be and ordered on Plusnet fibre via website. Chose Openreach engineer appointment date online only 7 days away. Plusnet then changed this to 14 days away...no problem thats what I was expecting. Plusnet informed us they would migrate broadband first and then landline at later date ...

After re reading your post this will be what trggered the cease on your be services, As you cannot have a active BE home phone service without a active dsl service also,

So when plusnet used the MAC code and BE got the migration confirmation from openreach this would of triggered a cease on the phone line on their wonderfull or should that be woefull systems , BE should have explained this fully to you with regards to the pstn service,



To successfully migrate both PSTN and ADSL away from BE/02 switch the PSTN first ,Plenty about it in the BE member forums

Edited by tommy45 (Thu 16-May-13 16:05:35)

I was in the same boat as you back in November and I got this email from BE, it perhaps explains why they terminated your account!

Some people believe its best to transfer the phone service to the new provider first... Plusnet, however, usually choose to move the broadband service first, presumably through experience.

Thank you for contacting us and we are sorry to hear that you would like to leave us.

We sent the MAC request and you will receive your MAC code in a separate e mail.

Please note that requesting a MAC does not mean a cancellation of the account - you will also have to specify a cancellation date. If you do not contact us to start a manual cancellation, your account will be automatically canceled with an express termination fee.

If you have a be landline service You must move /switch telephony providers first or you will end up in the same situation as the op is, in xdsl limbo , It's not the gaining providers fault or BT openreaches, but the way the BE internal systems are programed to work

Presumably the fibre order is what messed up the migration, because WLR -> WLR transfers should be a piece of cake. If Plusnet would have taken the voice line over in advance of the broadband the the voice line would still be operating and the number wouldn't have been lost, even if the OP would have been without broadband until the fibre work was done.

If this couldn't be done due to inflexibility in Plusnet's order provisioning systems perhaps this needs to be addressed.

Thanks Chris for your interest I have sent you a PM with the acoount details. Mark

It's also an inflexability in BE unlimited's system too, as it would not matter who the new provider was, if they attempted to migrate the adsl first the result would be the same as in this case, But the fact that it was a migration to an FTTC or another SMPF LLU/WBC product would not make a difference to the outcome if you go deeper into this it is BE who are to blame here's my opinion as to why

They sell WRL3 PSTN services as well as ADSL SMPF LLU , the two are in no way tied together as the WRL3 product can be with any other supplier, It's BE unlimited /02/telfonica uk who have made up this silly rule that they can't/won't provide a WRL3 service without the customer also having their Broadband too and then insisting this must remain active even when migrating both services away,
Also the fact that they actually do not actively relay this important info to those customers who have an active WLR3 service with them at the time that they request a MAC code for the BB and or give the required 30 days noitice/cancellation) is totally wrong, With the ammount of customers leaving common sense should prevail for once ,they should overide their inept internal systems

Edited by tommy45 (Thu 16-May-13 18:01:43)