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Changes to the migration process?

pwatson
Rising Star
Posts: 2,468
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Registered: 26-11-2012

Changes to the migration process?

Does this refer to the MACless migration process that BT Retail has been trialing and upsetting customers with erroneous cease charges?
I have to say that (as usual) Adrian speaks a lots of sense, especially the last paragraph, and I suspect there will need to be changes to the way cease charges are raised to make it workable.
4 REPLIES
Acassim
Grafter
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Registered: 11-06-2007

Re: Changes to the migration process?

Hi pwatson,
This does indeed appear to be the theme of the article, this is something that OFCOM have been planning on implementing for some time now and will become a reality as this moves forward.
RevK's final paragraph rings a few bells from a few different meetings that have taken place over the last 6 months but whichever way we look at it, the majority of the change should benefit the customer here and make switching a little easier. I suppose the main factor will be communicating out to all customers that email notification will be sent on the receipt of migration order so that the decision to proceed or cancel it can be made within the 10 day window.
Community Veteran
Posts: 26,637
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Registered: 10-04-2007

Re: Changes to the migration process?

So I'm away on a fortnight's holiday with no access (or inclination to check) email and come home to find I've been slammed and there's nothing I can do about it. Chances are my current ISP has closed my account and I've lost all my emails to cap it all.
RevK's suggestion of a fixed permanent MAC code known only to the user and their current supplier which is shown on every bill is a good one.
jelv (a.k.a Spoon Whittler)
   Why I have left Plusnet (warning: long post!)   
Broadband: Andrews & Arnold Home::1 (FTTC 80/20)
Line rental: Pulse 8 Home Line Rental (£13/month)
Mobile: iD mobile (£4/month)
Razorback
Grafter
Posts: 208
Registered: 08-08-2014

Re: Changes to the migration process?

The current process, where the initial request is made to retentions, only to be met with in the first instance reluctance to give the MAC to the customer without bombarding them with hard sell first is abused by ISPs. 
Both times I have migrated broadband (from Plusnet to BT and back again) it has taken two phones calls to obtain the MAC code. Plusnet didn’t process my first request and with BT the first agent would not processes my request choosing to transfer me to an offshore call centre instead  Angry.
The new system is far from perfect, the prospect of slamming and "lost" migration requests sounds a real possibility. These need to be addressed before its introduction.
MattyC
Champion
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Registered: 10-04-2014

Re: Changes to the migration process?

Quote from: jelv
RevK's suggestion of a fixed permanent MAC code known only to the user and their current supplier which is shown on every bill is a good one.

I also think this is a really good idea.
A regular source of line slams are down to line being incorrectly registered at addresses (happens often with refurbished flats and new builds). I really feel that Openreach should address this before the changes are implemented.
ex-Plusnet staffer. Any posts after 28/07/2017 aren't on behalf of Plusnet