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Moving Home and getting puzzled :?:

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Moving Home and getting puzzled :?:

Hi

I'm going to be moving home at the end of the month and want to transfer my Plusnet broadband account to the new number. I've been reading these forums, and thinkbroadband, but I'm puzzled about the timescale.

My first impression is that there will be a gap of 7-10 days between the broadband finishing on my current home and starting at the new place.

However, reading some of the forums here it appears that there is a way of doing it so that there is no gap, ie. it turns off in the old place and then on straight away in the new.

But to do this you seem to have to get BT on board with a simultaneous transfer. But some posts say that you don't and others say that it doesn't work.

I've got about 2 1/2 weeks to the move, anyone got any guidance on the best way of minimising any downtime?

Thanks in advance

Toby
20 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 17,624
Thanks: 610
Fixes: 158
Registered: 05-04-2007

Moving Home and getting puzzled :?:

Hi there,

Hopefully the following page should give you a good idea of how to proceed with your house move request. Alot of the timescale depends on whether you keep the same number or not.

Link
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Help Team
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Moving Home and getting puzzled :?:

Chris

Thanks for that but it doesn't answer the conflicting information I've had from the forums.

I don't need a new line, nor am I taking the current number.

Some of the forum posts suggest that you can get a simultaneous transfer which means that the broadband will be on the day we request.

Another post suggested that I'd be able to use the broadband at my current place up to the day I move and it will be switched instantaneously.

Can you clarify this for me please? Can I request at Sim transfer and is there anyway of reducing the down time?

Thanks

Toby
Plusnet Help Team
Plusnet Help Team
Posts: 17,624
Thanks: 610
Fixes: 158
Registered: 05-04-2007

Moving Home and getting puzzled :?:

If you are using a different number and the line is already active at the new address then the transfer takes around 7-10 days.

We order a cease on your current number and place an order on the new number (each order takes around 7 days, as you are using a different telephone number they can both be placed at the same time).
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Help Team
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Moving Home and getting puzzled :?:

Chris

thanks again, but can I just spell this out to be clear?

It takes 7 days (approx) to cancel a line and 7 days (approx) to activate a line.

So I can place a cancel request more than 7 days before I move and the line will be cancelled on the day I move.

I can place an activation request more than 7 days before I move and the line will be activated on the day I move.

So in practice it means that I will not have any down time?

Sorry to need this spelling out.

Best

Toby
Plusnet Help Team
Plusnet Help Team
Posts: 17,624
Thanks: 610
Fixes: 158
Registered: 05-04-2007

Moving Home and getting puzzled :?:

Quote
So I can place a cancel request more than 7 days before I move and the line will be cancelled on the day I move.


Yes, you can request the cease 7 days before you move and this should complete on the day you leave.

Quote
I can place an activation request more than 7 days before I move and the line will be activated on the day I move.


Yes, this order would be placed at the same time as the cease request as long as the new telephone number is active at the new address.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Help Team
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Moving Home and getting puzzled :?:

Thanks Chris!

Can I suggest that you add this to the house moving page? At the moment it appears that you have to wait 7-10 days before your broadband is activated at your new home.

Best

Toby
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Moving Home and getting puzzled :?:

Quote
I can place an activation request more than 7 days before I move and the line will be activated on the day I move.


Quote
Yes, this order would be placed at the same time as the cease request as long as the new telephone number is active at the new address.


Having just been through this as far as I can see the new number has to be active to place the provide order. This means that the previous owner/tenant would need to have ceased the line *AND* ceased their broadband at least 7 days before you move.

Finally, before placing your order check to ensure there are no tags on the line - otherwise the activation will fail and you then have to wait another 7 days after having the tag removedSad

James


[Moderator's note by Jonathan (chillypenguin): Quote tags fixed.]
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Moving Home and getting puzzled :?:

James

Thanks very much for that. In fact things have got a lot more complicated than that, I won't bore anyone with the details, but the advice about the tag is really helpful.

Thanks

Toby
James
Grafter
Posts: 21,036
Registered: 04-04-2007

Moving Home and getting puzzled :?:

Quote
Can I suggest that you add this to the house moving page? At the moment it appears that you have to wait 7-10 days before your broadband is activated at your new home.


Hi Toby,

I've just been looking at the house move page and also at the house move FAQ page and in honesty, it doesn't really give enough information, so I'm going to make it my mission for today to try and get something written to outline the process involved.
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Moving Home and getting puzzled :?:

TBH The BT pages are completely useless at telling you about activating a line at a future date (i.e. do I have to wait until I've actually moved in?) if you're not taking your number with you.

At the present time it seems I'm going to have to move in, then wait five days for BT to activate the line, then wait a further 7-10 days for broadband- and that's assuming that there are no tags on the line.

I know this isn't PlusNet's responsibility, but some pointers on the Help pages would be excellent.
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Moving Home and getting puzzled :?:

James

Thanks for that. It looks like my issues are now sorted (and hats off to PN support, not only did you call me to make sure it was sorted out but also arranged a free dialup number until the broadband is connected) but I think a much clearer set of instructions will be very helpful. I don't consider myself too stupid (I've got a PhD:-)) but I found the process a bit complicated...

Best

Toby
James
Grafter
Posts: 21,036
Registered: 04-04-2007

Moving Home and getting puzzled :?:

Hi Toby,

I'm still writing it. It's a bit of a monster Smiley

I'll get it put on to the blog once I've finished writing it and then I'll speak with the Content guys later on in the week to see if they can make some tweaks to the page of their own. I don't think my doom and gloom writing style would look too great on the website Smiley
James
Grafter
Posts: 21,036
Registered: 04-04-2007

Moving Home and getting puzzled :?:

Right. Here's what I have. Apologies for the length, but hopefully it's been fairly indepth and I hope I've not missed anything!
--
House Moves: Processes, Payments and Problems

Moving house is something that everyone is likely to do at some stage in their lifetime. Moving broadband from your old house to your new one is something a number of customers ask us to do. I’d like to outline the processes that we at PlusNet perform to move your broadband from one address to another, costs incurred and some problems which we may experience along the way.

Processes and charging

In order to allow our customers to request such a house move, there is a page on our website that allows you to make this request and asks you for all of the relevant information. This page can be found here:

http://www.plus.net/my.html?s=0&action=adsl_reprovision

This page will ask you when you want your house move to occur, as well as asking you for the new telephone number and the address at which you want us to move your broadband service to. It also asks you when you want your existing service at your current address to be removed.

Because we have to pay BT Wholesale £40 to activate a telephone line with a broadband service, we give you the option to either pay this upfront, or to defer the charge. What this means is that if you choose to defer the charge, we will pay the £40 charge to BT on your behalf and if you stay with us for over 12 months, we will write off the charge.

Unfortunately, when we place our orders with BT Wholesale, there are associated timescales with cancelling and ordering a new service. Currently, a cease order takes 5 working days (although there is work ongoing within BT Wholesale to reduce this to 1 working day) and a provide order also takes 5 working days.

When you are requesting a house move and changing your telephone number, we can request a new provide as soon as your new telephone number is operational, taking 5 working days.

However, if you are keeping the same telephone number we are, owing to a long term flaw within the BT Wholesale ordering system, unable to place a new provide order until the cease at your address is completed. This means that the process will take approximately 12 working days (5 days for the cease, 2 days for BT’s database to update and 5 days for the provide) In real terms, this equates to about two and a half weeks. The implementation of the one day cease will reduce this to 8 working days, which is great news for our customers that wish to keep their telephone number when moving house – something that many people (quite understandably) choose to do.

There is also an option to do something called a “simultaneous provide”. This allows you to move both your telephone number and your broadband service on the same day. Please bear in mind though that this requires a considerable notice period, preferably about 2 weeks. You will also need to call BT Retail (150) and ask them to move your telephone number to your new address and ask them for a simultaneous provide code at the same time. You can then provide us with this code, which will allow us to request that BT Wholesale move your broadband on the same day. It’s worth bearing in mind that the success rate for simultaneous orders isn’t fantastic, partly owing to the extended lead time when placing them, along with other issues such as receiving incorrect simultaneous codes from BT (these codes are also referred to as “start reference” or “fast peter” codes by BT).

Potential problems

As with anything in life, problems can arise, even with something that may sound as simple as moving a broadband service. I’ll outline some of the potential problems that can be experienced which may cause delays in the re-provision of the service.

DACS

A DACS is a Digital Access Carrier System. Wikipedia has a pretty good definition of this here:

http://en.wikipedia.org/wiki/Digital_Access_Carrier_System

I would generally refer to DACS as simply just a line sharing device that does not support a broadband service (it also reduces the potential speed of a regular dial up service). There are two different types of DACS. An internal one, which would require a BT Engineer visit to remove it, which we would need to book with BT Wholesale on your behalf with your prior consent.

Unsurprisingly, the other type of DACS is one external to your premises. This can vary from something on the outside of your house, to something on your street, to in extreme cases, something buried under a road which then requires BT to gain planning permission from your local council to remove.

We can experience delays in internal DACS removal as we need to contact you first to find out any suitable times for BT to visit and BT generally insist on 5 working days notice in order to do this. With external DACS work, this has to go through BT Wholesale’s Planning Department to determine potential costs of performing the work. This add to the potential delays. BT also have a budget of £1,000 for DACS removal. If the work that is required exceeds this amount, they will not perform the work which unfortunately means that our ability to provide an ADSL service is impossible.

Exchange Capacity

Every exchange has a finite amount of capacity. This means that they can only support a certain number of broadband services at any one time. In busy exchanges this can result in what is essentially a queue for service. When the exchange becomes “full” we have to wait for other broadband services to be removed before new orders will be accepted. This again, causes delays in the order becoming completed. We will contact BT on a regular basis to try and gain a timescale for when the orders is likely to occur, but often this is difficult owing to the length of the “queue” being unknown.

Tags-on-the-line

Tags-on-the-line are essentially “markers” left on the line by a previous service. Imagine you have just moved house and asked PlusNet to move your service to your new house. However, the previous owner of the house also had a broadband service with a different ISP. The previous tenant then did not ask his ISP to cancel the service or the ISP failed to remove the service from the line correct. This then results in a “Tag” being left on the line preventing us from placing an order.

We then have to contact BT Wholesale’s Tags Team on 0800-1690934, which is a service open for both ISPs and customers to call to determine what kind of Tag is present on the telephone line. They will then be able to remove any service on the line, although this currently takes 5 working days for the cease to complete (remember I spoke about one day cease earlier).

http://www.ofcom.org.uk/consumeradvice/internet/customer_service/tagonline/

Again, this adds to any potential delays, but we will always call BT Wholesale on your behalf to get as much information about the delays being experienced before letting you know why we are experiencing problems in completing your order.

Incompatible Products

Incompatible Products are services on telephone lines that prevent the ability to have a broadband order placed. I spoke about DACS earlier, but there are a few other instances which prevent broadband compatibility. These include alarm systems, PBX’s, ISDN amongst others. If we are unable to gain this information from BT Wholesale, we may need to ask you to speak to BT Retail, as often we are unable to ascertain the type of incompatibility and BT Retail will not pass this information on to us as we are not their customer – we deal exclusively with BT Wholesale.

That’s pretty much all I can think of at this moment in time! As you can see, it’s not quite that simple process that many people may believe and I hope I’ve been able to provide an insight into why delays may occur.
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Moving Home and getting puzzled :?:

impressive James, clearly you're twiddling your thumbs bank holiday monday:-)