Moving with simultaneous provide?

[karvala]

Hi guys,

In the chaotic process of moving house, and just had a word with support to inform them of this and said that I want a simultaneous provide of my BT telephone line (yeah, I know; still haven't got round to changing that) and IDNet internet account.  I remember clearly from last time that I simply phoned them, told them the date of the move and the address details, and a code I got from BT, and it all happened fine (well not really, because it turned out that some clown had unplugged the telephone line in the junction box outside the building but that's another story  ).

This time, I've been told to go it do it online, and to cancel the existing account (which is paid in advance) and place a new order.  This is certainly different (though the support person I spoke to maintains it has always been done this way, so I guess I was hallucinating three years ago), and it doesn't feel like the right approach.  I have visions of either billing losing track of the fact that the account has been paid up front, or being charged for a new order, or waiting two weeks or more for the internet access to be added to the line after the move, or some such nonsense.

Has the process changed?  If someone with recent knowledge or experience of this could talk me through what they did, I'd appreciate it, as I really don't want this to go wrong.  Move will be in just over two weeks time if that makes any difference.

Cheers.

[Glenn]

Here is Plusnets guide http://usergroup.plus.net/simprovideorders.php

[karvala]

Hi Glenn,

Thanks for that; it gives me an outline of the overall process, which is largely as I thought it was.  I'm still hoping to get some IDNet-specific information if anyone has any, though, because in the Plusnet guide it obviously just says "contact your ISP" when it comes to providing them with the information, which is what I attempted, apparently unsuccessfully, to do with IDNet this morning.  It's the "go online, cancel your account, start a new one" etc. IDNet-specific request that I'm concerned about.  The Plusnet guide describes the way I did it last time with IDNet, and which was nice and straightforward.

Cheers.

[MisterW]

and a code I got from BT,

Assuming you start the process with BT then IdNet have to use the code from BT somewhere in the process otherwise it WILL fail.

[Steve]

Perhaps I don't understand it fully but if your moving house you've still got to cancel the broadband and phone line at the old address whilst asking for a simultaneous provide at the new address of a new phone line and new broadband connection.

[Rik]

Hi Glenn,

Thanks for that; it gives me an outline of the overall process, which is largely as I thought it was.  I'm still hoping to get some IDNet-specific information if anyone has any, though, because in the Plusnet guide it obviously just says "contact your ISP" when it comes to providing them with the information, which is what I attempted, apparently unsuccessfully, to do with IDNet this morning.  It's the "go online, cancel your account, start a new one" etc. IDNet-specific request that I'm concerned about.  The Plusnet guide describes the way I did it last time with IDNet, and which was nice and straightforward.

Cheers.

You need to phone support with the BT code and ask for a sim provide.

[karvala]

Perhaps I don't understand it fully but if your moving house you've still got to cancel the broadband and phone line at the old address whilst asking for a simultaneous provide at the new address of a new phone line and new broadband connection.

Yes, I understand that, but last time I did I simply needed to provide the details of the move (dates and addresses) and the account transfer was done automatically by IDNet.  It didn't involve me manually closing one account and opening another one as a new customer and hoping that they would figure out that I was the same person.

[karvala]

You need to phone support with the BT code and ask for a sim provide.

Well that's what I thought too, since that's what I did last time, and so that's what I did again.  It was then, however, that I was told to go onto the portal and do it instead by somehow cancelling the old account (though I have yet to find where on the portal that can even be done) and placing an order for a new account.  That's exactly what's bothering me; as far as I can see, it should just involve me phoning up IDNet with details of the move and the BT code, and they should take it from there, but they seem unwilling to do so this time, and my fear is that by me manually closing one account (prepaid to next year) and opening another one, the process is likely to fail because there's no obvious way for me to indicate that the second somehow relates to the first, and I have visions of connections fees, fortnightly waits and lost payments etc..  It seems a crazy way to do it; I'd have thought they should care of the internal account transfer.

[Steve]

These are the instructions from the FAQ

Currently you cannot transfer a service from one premises to another. Instead you will need to place a new provision order once the BT line has been installed and registered in your name. You should also request a cease order for the broadband at the old premises to complete the day you move house.

We can transfer your broadband log in details to the new account so you should not need to reconfigure your hardware, all email accounts will remain active and registered to you. Please note that all new provision orders incur the £47 activation fee charged by BT.

BT have introduced a Simultaneous Provide service which means you can have the ADSL installed the same date as the BT line is installed. You will need to request this at the time of placing the new line order with BT, they will provide you with a Start or CSS reference and the appointment date, once you have this please contact the Support Team to have an ADSL order submitted to match the line installation by phone on 0800 331 7000 or by email at support@idnet.com.

Please note: We need at least 5 working days notice to successfully process a Simultaneous Provide order. BT do not guarantee this type of order therefore should the order fail for any reason there is no escalation procedure and a new provision order will need to be submitted in its place. Simultaneous Provision orders still incur the £47 activation fee.



I assume when you request a cease order any monies will be repaid and you will start afresh with a new account.

[karvala]

These are the instructions from the FAQ

Currently you cannot transfer a service from one premises to another. Instead you will need to place a new provision order once the BT line has been installed and registered in your name. You should also request a cease order for the broadband at the old premises to complete the day you move house.

We can transfer your broadband log in details to the new account so you should not need to reconfigure your hardware, all email accounts will remain active and registered to you. Please note that all new provision orders incur the £47 activation fee charged by BT.

BT have introduced a Simultaneous Provide service which means you can have the ADSL installed the same date as the BT line is installed. You will need to request this at the time of placing the new line order with BT, they will provide you with a Start or CSS reference and the appointment date, once you have this please contact the Support Team to have an ADSL order submitted to match the line installation by phone on 0800 331 7000 or by email at support@idnet.com.

Please note: We need at least 5 working days notice to successfully process a Simultaneous Provide order. BT do not guarantee this type of order therefore should the order fail for any reason there is no escalation procedure and a new provision order will need to be submitted in its place. Simultaneous Provision orders still incur the £47 activation fee.



I assume when you request a cease order any monies will be repaid and you will start afresh with a new account.

Hi Steve,

Thanks for the info; I understand all of that, that description of the process is as I thought it was, and as it was last time.  The problem is that when I engage in that process, and in particular the part I've put in bold, I get told to go and do it on the portal instead, and I don't see how that's possible while transferring the login details and/or the payment details and giving the BT reference code.

I guess my central question is: why can't I give them address details and a moving date, and have it taken care of (i.e. have them take the details on the phone, close the old account, place the order for the new account and transfer the account details, including login and payment details), as has happened previously?  What has changed, such that I now need to run the gauntlet of doing it on the portal instead, entering for a second time many details that they already have, and hoping that whoever sees the details entered there somehow connects the closed and new accounts?  What is wrong with someone from IDNet taking the details and doing it, which strikes me as a much safer way of doing it?

[Steve]

As far as I can see the portal does not provide this facility and the method you used previously to me seems the most convenient and for IDNet a friendly way of providing you with a service and that is likely to keep you as a customer.

[karvala]

As far as I can see the portal does not provide this facility and the method you used previously to me seems the most convenient and for IDNet a friendly way of providing you with a service and that is likely to keep you as a customer.

Thanks; that's exactly what I thought.  In that case, I think I'll have another go on the phone tomorrow and see if I have more luck this time.  Nice to know I'm not going crazy (well, not in this case anyway ) or misunderstanding some new way of doing things.

[Rik]

Let us know if you're still having problems.

[miriam_idnet]

Hi Karvala,

At the time of the call you didn't have the CSS reference or date of the new line installation, this is why we couldn't process the order for you at that moment and why it was suggested you drop us an email with the details when you have them.

I believe the confusion centres around your 'account'. When Sam explained you would need to cancel your existing account she meant your existing broadband service not your billing account, she did go on to advise we can link your new order to your existing account but I can see how the terminology used would have been confusing. I have raised this with her to ensure this doesn't happen again.

As the FAQ suggests, when you have your CSS reference, the date the line will be installed and full address of the new premises please do contact us either via our freephone number 08003317000 or email support@idnet.com and we will make the necessary arrangements for you.

As with all terminations, we will need an email from you confirming the date you would like the existing broadband service terminating and a brief note to confirm you are aware of the £40 exVAT activation fee for the new order.

Sincere apologies for the confusion on this one and of course, do feel free to contact us for any clarification or further assistance.

Kind regards,

Miriam
IDNet Support

[karvala]

Hi Karvala,

Hi Miriam, thanks for the reply.

At the time of the call you didn't have the CSS reference or date of the new line installation, this is why we couldn't process the order for you at that moment and why it was suggested you drop us an email with the details when you have them.

I was at no time advised to drop an e-mail.  The word e-mail, or message, never once appeared during the conversation.  What I was told to do was to "use the portal" to "create a new account", which I took to mean use some facility for opening/closing accounts on there, which was a large source of the confusion, since it transpires that there is no such facility.  If I'd been told, "e-mail us with the code from BT and the details of the move", that would have been the end of the matter.

I believe the confusion centres around your 'account'. When Sam explained you would need to cancel your existing account she meant your existing broadband service not your billing account, she did go on to advise we can link your new order to your existing account but I can see how the terminology used would have been confusing. I have raised this with her to ensure this doesn't happen again.

Yes that was certainly part of the confusion, and I much appreciate your efforts to help prevent that in future.

As the FAQ suggests, when you have your CSS reference, the date the line will be installed and full address of the new premises please do contact us either via our freephone number 08003317000 or email support@idnet.com and we will make the necessary arrangements for you.

Yes, this is why I was suprised not to be told to call back or e-mail, but instead to go onto the portal and do it.

As with all terminations, we will need an email from you confirming the date you would like the existing broadband service terminating and a brief note to confirm you are aware of the £40 exVAT activation fee for the new order.

Sincere apologies for the confusion on this one and of course, do feel free to contact us for any clarification or further assistance.

Kind regards,

Miriam
IDNet Support

Okay, so I will send an e-mail with the CSS reference and the details of the move, and that should sort it.  That's great; much appreciated.

To be honest, I think most of the confusion is over the suggestion to use the portal to start a new account.  I'd suggest for the purpose of staff training in future that you simply advise people to send an e-mail with the relevant details (or specifically to use the portal messaging system if that's what is preferred), and don't ever say "use the portal" or "open a new account", as these are liable to create confusion.

[karvala]

Let us know if you're still having problems.

Thanks Rik; much appreciated.  I think it's all sorted now. 

[MisterW]

I think it's all sorted now.

Until BT mess up the SIM provide

[karvala]

Until BT mess up the SIM provide

LOL, yeah, I have a 0/2 record on that so far, so if they mess up again this time, perhaps I get to keep the telephone exchange? 

[karvala]

Well it looks like I really am going to get to keep the match ball; BT have managed to mess it up already  .  Placed the order to take over the line and all was accepted okay, then their engineering department cancels it because they decided it's not really a BT line after all.  Then I place a new order as instructed and get told that, wait, no, it is a BT line actually and there wasn't any clear reason for the cancellation and they're going to put it through as a line take over again.  Priceless.  So now the phone (and therefore internet) service won't be able to start until 4th August, so already I've got the first few days in a new place, when I need the internet the most, without it, thanks to BT's incompetence.  I think my brother/lawyer is going to have some fun with this one.

I wonder what the odds are that this new attempt to take over the line will also fail and I'll be left without telephone or internet service when I move in?  Evens at least I'd say.  I love it when the internal divisions within BT can't even agree amongst themselves.  Isn't about time this dinosaur was broken up?

[Rik]

I wouldn't hold my breath if I were you. 

[karvala]

Thinking outside the box for a minute, is there any way the order (preferably with a simultaneous internet provide) can be placed without involving BT?  Or is it that, regardless of the retail outfit involved, it always has to go back to BTW or whatever they're called these days to implement it?

[Rik]

No, it can only be done by getting the code from BT I'm afraid.

[karvala]

Well I've just bullied BT into handing over free Openzone access and a free wireless dongle (as an alternative in case Openzone coverage is poor in that area) for the missing dates.  Like getting blood out of a stone.  Definitely going to waste as much of Ofcom's time with this as I can, and will see if I can think of other ways of getting them in trouble as well.  Perhaps an anonymous story quoting the Ofcom Director being critical of the government will mysteriously appear online....

[Rik]