Changing ISP

[#1]

My line has now been disconnected. Can you please confirm with your suppliers that this is the "cease" part of "cease and reprovide"?

Thanks.

[#2]

Hi Christian, yes this would've likely been part of the cease order our suppliers have placed with Openreach. They'll be ceasing the asset/service on the BT systems next and then they'll place a new fibre order on the closer cabinet for an engineer to go out and connect your fibre service up to that one instead. 

[#3]

Thanks for the ticket updates.

The new fibre order was placed mid-afternoon yesterday and the ticket came off hold first thing this morning. Have there been any updates from your suppliers? I don't know what their weekend working hours are, i.e. if this doesn't get sorted today are we going to be offline all weekend?

Final question: will I be reimbursed for the time that my connection's been down?

[#4]

Thanks for getting back to us @christianpjones

Our suppliers have advised that the order should complete at some point today.

Once that's been done your connection should come back online straight away.

With regards to the downtime once the issue is resolved we'll refund you for the downtime against the cost of your broadband.

Let us know if there's anything else we can help with

[#5]

@MatthewWheeler 

Thanks very much for the update.

[#6]

As of 18:35 I'm still offline. Has there been a problem with the work today?

[#7 · Accepted solution]

Hi Christian, I've checked the order our suppliers have placed and it looks like it it completed earlier on today but during the cease order the broadband component fell off your account. I've re-added it for you (around an hour ago, I thought I sent this post sooner!) I think you're up and running now:

Testing your line is showing your speeds at a perfect download speed of 80mbps and upload of 20mbps

How are things your side?

[#8]

@Gandalf 

Just done a speed test. Results below. 

Thank you very much to you and the rest of the team for all of your help. Much appreciated. 

[#9]

Looking good! The long wait seemed to have paid off in the end.   

No problem, feel free to let me know if you ever need any further help in the future.