Brordband migration takeover

[muross]

Hi,

Not sure if this is the correct location but anyway I am intending to migrate broadband and phone bundle from my current ISP and applied online to migrate the exisiing number and this is what my current ISP said:

"Your new provider is doing a Working Takeover of your phone line, which is NOT the correct way to migrate out a service. This will generate a cease charge on the broadband as the phone line will get ceased via that approach, which takes offline your broadband service. They need to be using the correct migration path."

They are charging £40 cease charge.

Tried to talk on live chat but i was just kept on hold.

[BandOfBrothers]

Hi @muross

Try. 

Looking to join us?

08080 044 848
(free from all UK landlines and mobiles)
Lines are open between 8am and 8pm, seven days a week.

Got a question?

08080 034 515
(free from all UK landlines and mobiles)
Lines are open between 8am and 11pm, seven days a week

[drey_p]

Hi there

The broadband team will be the best team to speak with.  They can be reached on 08080 034 515.

Under Ofcom rules, the responsibility for the switching lies with the provider you are switching to, so in your case, Vodafone. But you need to be aware that there are 2 switching methods:

Gainer-led which is used when you are switching from the likes of BT, Sky and Talk Talk (ie those providers that use the Openreach network).  Basically you should notice little to no interruption in your service.

Cease and reprovide which is used when you switch from physically different infrastructures such as to or from cable ie Virgin Media.  It sounds like this is the method being used for your switch, so who are you switching from?  There is potential that you will be without service for a little while using this method.

[muross]

Thanks for your reply.

The company I'm switching from is Aquiss.  It's not cable or Sky just Fibre broadband.

I guess I'll have to call Vodaphone to find out why they are using that approach .

[drey_p]

I was under the impression that Aquiss used BT, at least on the fibre front.  So I would have thought there would have been no need to Cease and reprovide.  However, I may be wrong on this, so please do call up Vodafone and ask the question.  I'd be curious to see what they say about it