UPC (NTL) and moving house?

krinpit

Is it possible to migrate your existing contract to a new address or do you have to break your existing contract and start a new one?

Surely this happens all the time?

Thought I'd ask on this forum, rather than ask UPC themselves as their customer service is so poor.

spoon

you need to give 2 weeks notice, but your existing contract can carry through to your new address.

seamus

Yep, your existing contract carries through.

You take your modem and digibox with you if have them, then give them a buzz when you move into the new place.

krinpit

Thanks guys. Ye're on the ball today

ishnid

Interesting question. Would there be an installation charge in the new address then, or anything like that, or do you just continue on as normal?

seamus

I'd say there would be an installation charge if the place wasn't hooked up for NTL.

If the new place couldn't get NTL, you'd probably have to pay a cancellation fee for the contract.

If it's just not set up (e.g. the previous guys had analogue), I'd imagine it's free.

campo

as previously stated you can bring your contract to a new address but please dont wait until you moved into your new address give them a call a couple of weeks before you moved as it could take up to 2 weeks to get installed,
there is no install fee for this you just need to bring your equipment with you.

hope this helps

miss deise

Just thought I'd share my experience with moving my NTL. This only happened to me today so sorry if this is a bit of a rant. I have NTL tv and their broadband too.

When I phoned to inform them I was moving, I was told the service was available in the new area and not to worry. It would take 2 weeks to get it all sorted.

Two weeks later, I phone to see what's going on, only to be told, I can't have digital tv, only cable MMDS, and no broadband, and they are gonna charge me 100 euro to cancel my broadband subscription.

Needless to say, not too happy with them right now. I would just say make sure that they can switch everything you need over.

What gets me is that they told me first time it would all be no problem... Tis all a bit of a shock to the system! :mad:

GerardKeating

miss deise wrote: »

Two weeks later, I phone to see what's going on, only to be told, I can't have digital tv, only cable MMDS, and no broadband, and they are gonna charge me 100 euro to cancel my broadband subscription.

Why the charge to cancell BB, are you still within your one year minimum term?

Cable MMDS is digital, so about the same as Cable TV...???

miss deise

GerardKeating wrote: »

Why the charge to cancell BB, are you still within your one year minimum term?

Cable MMDS is digital, so about the same as Cable TV...???

You see I'm in a 12 month contract for the broadband (I had the tv before, there's no problem there), which was fine with me. It's a good service and I never had any problems.

When I phoned and advised of my new address, it was all good. They said I could have my broadband there, no bother.

However, that's not the case, the service isn't available there, so I was given incorrect info the first time round. Now I've already moved, but can't have NTL broadband in that area, so they see it as cancelling my subscription and breaching the 12 month contract. Imo, it's them breaching the contract. I never wanted to cancel the broadband, they forced me to. I don't think I would have moved there if I was aware it wasn't available.

Seem to be reaching a resolution with them now, though... Spoke to a very nice guy, who agrees I haven't breached the contract intentionally. He's getting someone to call me within 36 hours... Let's wait and see if they do!!

lafors

I rang them last week 3 times, eventually got through after the 3rd 20min+ wait on hold (seriously bad customer service :mad:).

They pretty much told me the same, take you box and cable modem, the girl hadn't a clue when I told her I was taking the splitter for the cable/bb line too, no surprise there. They said it could be up to 2 weeks after I move before they get me setup again. The previous owners have ntl so there should be no connection charge......though it being ntl, no doubt they will find a way to charge me more :rolleyes:. I hope I don't miss out on my bb upgrade though just because I'm moving!


Their service is excellent once its on but god does their customer service suck.

campo

miss deise wrote: »

Just thought I'd share my experience with moving my NTL. This only happened to me today so sorry if this is a bit of a rant. I have NTL tv and their broadband too.

When I phoned to inform them I was moving, I was told the service was available in the new area and not to worry. It would take 2 weeks to get it all sorted.

Two weeks later, I phone to see what's going on, only to be told, I can't have digital tv, only cable MMDS, and no broadband, and they are gonna charge me 100 euro to cancel my broadband subscription.

Needless to say, not too happy with them right now. I would just say make sure that they can switch everything you need over.

What gets me is that they told me first time it would all be no problem... Tis all a bit of a shock to the system! :mad:

you wont get a 100e cancellation fee if UPC cant supply BB in your new address as you want to bring it but they cany supply it not your fault
trust me on this you wont be charged;)

campo

lafors wrote: »

I rang them last week 3 times, eventually got through after the 3rd 20min+ wait on hold (seriously bad customer service :mad:).

They pretty much told me the same, take you box and cable modem, the girl hadn't a clue when I told her I was taking the splitter for the cable/bb line too, no surprise there. They said it could be up to 2 weeks after I move before they get me setup again. The previous owners have ntl so there should be no connection charge......though it being ntl, no doubt they will find a way to charge me more :rolleyes:. I hope I don't miss out on my bb upgrade though just because I'm moving!


Their service is excellent once its on but god does their customer service suck.

no connection charge for house move you will have to wait until you move though to get your bb upgrade

lafors

campo wrote: »

no connection charge for house move you will have to wait until you move though to get your bb upgrade

Fingers crossed