topic Re: Complaint - Moving woes in My Order

Complaint - Moving woes

Patni — Thu, 07 Oct 2021 08:41:47 GMT

Hello,

We thought we would be moving into another house so had booked a move 3 weeks ago. Everything went smoothly and the move was scheduled for 7 October (today). I got email notifications about the move as well. About 4 days ago, we found out that move had fallen through so I immediately called up customer service asking for hte move to be stopped. I was assured by the CSR that it would be.

Roll over today, I find my broadband is cut off. On contacting house moves, the lady said that the move is now in progress and not much can be done until it completes as that is the process. However it will take 5 days to get broadband restored to my original property.

I should have double confirmed that the move is cancelled, so that's on me especially since I did not get notified by email. I also sympathize with your processes.

Is there any way at all that service can be restored sooner? 5 days is a lot considering a visit is not required.

Any help would be greatly appreciated

Re: Complaint - Moving woes

Strat — Thu, 07 Oct 2021 10:34:46 GMT

Moderators Note
This topic has been moved from ADSL Broadband to My Order.

Re: Complaint - Moving woes

Gandalf — Thu, 07 Oct 2021 11:06:35 GMT

Thanks for your post @Patni and welcome to our Community Forums.

I'm really sorry to see what's happened. We may be able to get you online sooner depending on what work's done on our suppliers side to cease the line. As the order's still in progress we'll need to wait until that's completed before we can place an order to restart your services. I'll keep an eye on this for you throughout the day.

Re: Complaint - Moving woes

Patni — Thu, 07 Oct 2021 15:48:50 GMT

Thanks for all the help...

Small question: do lines get activated on Saturdays?

Re: Complaint - Moving woes

Gandalf — Thu, 07 Oct 2021 16:01:29 GMT

No problem @Patni

Sometimes, it'd depend on what work's needed.

Your phone line should go live tomorrow and I'll check back afterwards

Re: Complaint - Moving woes

Patni — Fri, 08 Oct 2021 08:15:15 GMT

@Gandalf

Many thanks. As an FYI, my phone line has a dial tone.

Re: Complaint - Moving woes

Gandalf — Fri, 08 Oct 2021 08:54:50 GMT

Thanks for the update @Patni

I'm glad to see your phone's working again now.

I've replaced your fibre order and with any luck you should be able to reconnect to the internet in a few hours once the order's confirmed in the supplier systems, so I'd recommend leaving your router plugged in and switched on.

I'll keep an eye on it throughout the day though.

Re: Complaint - Moving woes

Patni — Fri, 08 Oct 2021 09:08:58 GMT

Thanks for all the help.

I suspect the phone line never lost service though. But thanks for everything again.

Re: Complaint - Moving woes

Gandalf — Fri, 08 Oct 2021 09:18:52 GMT

No problem at all @Patni

It'd have been what's known as a "stopped line" that's assigned a new number with likely a dial tone still, but you wouldn't have been able to make or receive calls until it was remotely reactivated. This basically allows us to quickly and easily reactivate a line we've recently stopped. Got your original number back in the process too.

Re: Complaint - Moving woes

Gandalf — Fri, 08 Oct 2021 09:28:57 GMT

@Patni

Fibre order's confirmed in the supplier systems for the 13th October. Records though show the line's "left in jumpers" which means the actual hardware should be in place still, and with the order confirmed, all the relevant system configuration work on our suppliers end should in theory be done.

Could you try to get online and let me know how it goes?

Re: Complaint - Moving woes

Patni — Fri, 08 Oct 2021 09:49:24 GMT

No joy yet, tried restarting everything, but no luck. The Openreach modem light for DSL is still off.

Lets give it some time...

Re: Complaint - Moving woes

Gandalf — Fri, 08 Oct 2021 10:00:11 GMT

Ah that's disappointing. Agreed, let me know how it goes

Re: Complaint - Moving woes

Patni — Fri, 08 Oct 2021 11:46:03 GMT

No joy yet.

Re: Complaint - Moving woes

Gandalf — Fri, 08 Oct 2021 12:21:16 GMT

Ah I'd keep an eye on it and fingers crossed it comes back on soon but at the latest this should be on the 13th.

Re: Complaint - Moving woes

Patni — Sat, 09 Oct 2021 08:13:07 GMT

Many thanks for all the help.

The connection got restored last evening and seems stable as well so far. I think this was quite quick to restore given the circumstances.

Thankd again

Re: Complaint - Moving woes

adam945 — Sat, 09 Oct 2021 08:29:54 GMT

Thanks a lot for letting us know @Patni

@Gandalf isn't online right now but I've made him aware that you've reached out. I'm sure he'll be in touch once he sees this.