kam67

There is nothing physically wrong with your connection. The cease will strip all the data out from both OR and Zen systems., The reprovide will build the data up again from scratch as if it were a new connection.

This should cure the problem. You will never know which network was the culprit they will both claim it was the other BUT neither will know either.

It takes the 10 days as this is the OFCOM mandated time for a customer to be moved (to prevent slamming) and this job goes into the same queue.

When dealing with computer systems these issues occasionally arise due to corruption in the data somewhere (electronic chaff or a missing electron) from my experience maybe 1 in 100000 transactions with maybe 5 transactions being involved in your provide. You just redo them and everything works, which can be a real frustration when you are testing an implementation as you then have to repeat the whole thing to prove to yourself that is wasn't a flaw in the design!

Thanks, Kitcat, for your thorough and clear explanation of what the process entails.
If, for some reason, I’m unlucky enough for it to fail, what would the next step be? Or would it mean, I’d be up the proverbial creak?

P.S. I have just noticed that Initous has answered my question above, and that in his opinion, in the unfortunate case of a failed cease and reprovide, the only remaining steps left open to me would be to cease with Zen and try my luck with a new provider. Thanks, Initous, for sharing your views - although would switching providers make any difference in such a scenario?

Edited by kam67 (Sat 10-Dec-22 15:02:46)

In reply to a post by ajseeds:

One useful thing to do, if you are at the property before then, is to note the number of the ONT; this is on a barcoded stick-on label on the front of the ONT. You can then check with Zen what ONT they are attempting to connect to and check that the number they give you is the same as the one you have on the ONT. "You get what you inspect, not what you expect." Fingers crossed that all will go well.

Thanks ajseeds - I do have the serial number of the ONT. It was already swapped out for a new one to rule out that being the culprit. And thank you for the crossed fingers 😊🙏🏼

P.S. If problems do arise after the cease and reprovide (and I pray that they don’t for the sake of my sanity and that of my family) I will definitely check Zen have the correct serial number.

Edited by kam67 (Sat 10-Dec-22 15:10:07)

kam67

Switching providers would do a cease of Zen and a provide with the new supplier. It would only help if Zen have an issue stuck in their config. The cease and provide they are doing at present 'should' clear any issues IF they do it correctly.

There are possibilities of really exotic faults but swapping out the ONT should already have cleared many of these.

Thanks again for your knowledgable input, kitcat.

Upon reflection, I’m aware that I’m looking for the sort of reassurance that
no one can provide alas: reassurance that it will all turn out alright in the end.

In reply to a post by kam67:

The question that I hardly dare ask is:
What happens if the cease and reprovide fails?
Is the only remaining option the physical reworking of the connection? Will Openreach agree to this as a last resort?

They could attempt it again.

If this isn't sorted by Monday close of play, you should request to be released from your agreement without further penalty and find a new ISP. It may take another 10 days to get activated but probably worth it for your peace of mind / sanity.

[I'm not sure quite what's happened behind the scenes at Zen recently. They were decent once. Now I wouldn't recommend them to my worst enemy]

Yes this whole episode has seriously challenged my mental health - will give them till the end of next week before pulling the plug

What result do you get if you put your address in the BT Wholesale checker? Does it say an ONT exists with active service and a new ONT can be ordered?

“Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential OH Feed with no anticipated issues.

ONT exists with active service. No spare ports are available. A new ONT may be ordered.”

Place another order with Cuckoo on a rolling monthly contract to have something in the system (another fibre cable and another ONT will be installed). If Zen sort themselves out, great. If not then you have a working service that is quite expensive but with no commitment to keep it. You then have time to find your long term provider to enable the original ONT and can cease Cuckoo in your own time.