Switching broadband providers and cancelling providers?

Pauliedragon

I'm in the process of switching my broadband from pure to eir and I can't seem to get a straight answer from anyone regarding my obligations in regards to cancelling my pure account. Do I need to contact them myself to cancel or will eir do that for me? Has anyone experienced this and have any info?

BArra

are you within your contract period still with pure?

Pauliedragon

BArra wrote: »

are you within your contract period still with pure?

Contract was up a few months ago. I'm only switching to get the free sports channels, pure as a product is fine I just can't get a straight answer from eir they send me messages saying I "might" have to contact my supplier which isn't really an answer. I dont want to contact pure and they cut me off straight away and go without phone/internet for a few days but I don't want to be paying two supplers either.

Marlow

If you are switching within the same network using the UAN, then Pure Telecom will be notified on the switch.

Generally, do not ever trust that process.

It is your obligation to cancel with your previous provider. Just cancelling the direct debit doesn't do it either.

Once you've successfully moved your connection to the new provider and everything is working, cancel with your previous provider (in this case Pure) with the process, that they specify.

Anything else will end up in a lot of hassle.

/M

banie01

The difference in cancellation process and what is considered notification between fixed line and BB is a curious one.
For mobile, a valid porting request is considered as cancellation. The "new" network is responsible for ID'ing the customer and verifying the "own" the number. When the new network forwards a porting request to original network, assuming the correct info is included the number is released to the new network within 2 hrs.

With Fixed LL the process is complicated by the fact that your line is considered entirely separate from your broadband service.
Technically your number is portable and for voice only and as such BB is a 2nd service that can be provided by a different provider to your voice service.

So you can port your line but in reality only 1 portion of the service is moved.
I have seen multiple instances of a customer porting from 1 provider to another where their "voice" service moves but they then end up with 2 broadband providers billing them or vice versa.

Ideally some IT changes on how the receipt of a number port request is handled would reduce the issue, but these would nearly all generate a customer contact that would likely be turned into a retention effort and piss customers off.

So for LL broadband providers and ComReg are happy to hammer home the consumers responsibility to ensure cancellation.

Marlow

banie01 wrote: »

Ideally some IT changes on how the receipt of a number port request is handled would reduce the issue, but these would nearly all generate a customer contact that would likely be turned into a retention effort and piss customers off.

So for LL broadband providers and ComReg are happy to hammer home the consumers responsibility to ensure cancellation.

It's not that easy.

One thing is, that OpenEIRs systems are ancient. It's cumbersome to spot things there.

But that's not even the problem here. If you rely on, that a provider move cancels your old connection, then you'll often fall into a pit.

For example, when a customer moves from a fixed wireless provider to Eir retail OR an Eir retail customer to a provider on SIRO. Those are different networks. There is no central database and no unified numbering there.

So you need to cancel with your previous provider. Always. The terms of the provider, that you're leaving is what is your obligation and if you don't do it, then it's going to cost you money. It's what you signed up for in the first place.

/M

banie01

Marlow wrote: »

It's not that easy.

One thing is, that OpenEIRs systems are ancient. It's cumbersome to spot things there.

But that's not even the problem here. If you rely on, that a provider move cancels your old connection, then you'll often fall into a pit.

For example, when a customer moves from a fixed wireless provider to Eir retail OR an Eir retail customer to a provider on SIRO. Those are different networks. There is no central database and no unified numbering there.

So you need to cancel with your previous provider. Always. The terms of the provider, that you're leaving is what is your obligation and if you don't do it, then it's going to cost you money. It's what you signed up for in the first place.

/M

I know, thats why I mentioned specifcally LL providers and the fact that voice and Voice and BB being unrelated services

With Fixed LL the process is complicated by the fact that your line is considered entirely separate from your broadband service.

and

So for LL broadband providers

Where someone is moving from Fixed Wireless/Mobile/SIRO/VM they are boving between infrastructures and in fairness to all the providers any I have encountered have porting reminders built in to their call handling scripts.

My example was I thought fairly clearly outlining the process for Landline/BB provision.
Apologies if it wasn't clear.