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Poll: Gap in service when migrating
Friday 23 March 2012 19:31:49 by Andrew Ferguson

Changing provider can often be a traumatic experience and even more so with everyone becoming more dependent on their broadband. So we have decided to run a poll to see how long people have to wait between their old providers service breaking, and the new providers service being up and running.

The poll can be found to the right hand side of this news item, and we will publish the results within a couple of days of the poll closing.

We intend to re-ask this question again once Ofcom has finished its consultation on switching provider, and implemented new switching systems.


Posted by MCM999 over 5 years ago
Whilst adding complexity I feel the information gained would be more valuable if the respondents were also to be asked if they were moving from a BTW or LLU product and, if LLU, whether SMPF or MPF.
Posted by andrew (Favicon staff member) over 5 years ago
I did consider adding that, but thought the complexity and matrix of options that are possible would mean less people filled the survey in.
Posted by oliver341 over 5 years ago
I lost broadband for 3 days when switching from O2 to Sky. The line changeover was instant, but the Sky router arrived 3 days too late.
Posted by _ben over 5 years ago
I was told migration would take 2 weeks when moving house so I was careful to inform my ISP 2 weeks before moving in, however the people moving out didn't inform their ISP until one week after they'd gone, so I ended up with no internet for 3 weeks :-(
Posted by nooneatall over 5 years ago
I switched from Virgin ADSL to TalkTalk (LLU), TalkTalk handled everything and I had no internet for less than 30 mins.
Posted by jchamier over 5 years ago
The poll is good, but unless contributors have switched both ways it might be biased.

Switching *from* SMPF / BTW to MPF is always quick, its the switching *from* MPF to SMPF/BTW that takes two different timeframes (voice line+bb).
Posted by tommy45 over 5 years ago
@jchamier If you generalise,it does It doesn't when you are unlucky enough to get a blundering fool do it , who thinks it is ok to walk of the job without checking that everything is working as it was before , i got left with no phone or bb for days when i switched from ukonline to be unlimited, the plonka had connected the ADSL to a dead line and left the line in use in a disconnected state some 5 days for a simple migration
Posted by clive4 over 5 years ago
We very reluctantly migrated from Virgin 'Up to' 2 Mbps ADSL2+ to BT Infinity FTTC 'Up to' 40 Mbps for £3 p.m. extra - no contest really. The excellent OpenReach engineer was with us for less than an hour, explained everything to us and tidied up before he left for the next job. We were offline for about twenty minutes, with no break whatsoever in the phone connection as the line had been doubled about ten days before. Recommended.
Posted by garddelan over 5 years ago
@MCM999 How many non-techies know what they're on and the difference between the various flavours of BB delivery I wonder.
Posted by bcs over 5 years ago
There is another element to the switching process. Incompetance on either new or old provider in not recognising the service has actually swtiched to them (new provider) or cutting the customer off early (old provider).

This is irrespective of the actual method required to switch the service between providers which to be honest isn't that difficult.
Posted by bcs over 5 years ago
Unreliability comes from the incorrect switching process being selected, perhaps not even a switching process (Cease and re-provde because the correct one isn't offered) or from a physical fault which would occur through any physical switch (dodgy tie-pairs, port etc).

I'm not overly convinced any changes mandated by Ofcom will address these problems and will actually make the switching process slower.
Posted by leexgx over 5 years ago
as switch over in some of these comments are related to BTOpenreach when the connection if been done (incorrect line good example that BT man fail to even check what he did, just plugged in and whent)
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