WARNING: Changing ISP on NBI fibre connection

PJtharsaile

Having renewed by phone with my current broadband provider and almost immediately begun to experience both outages and congestion, I decided, as I was still only half-way into the two week "cooling off" period to jump ship.

Tried to sign up by phone with new provider and was advised to cancel with the incumbent because

"the line was showing as locked by NBI".

I cancelled. The following day the line was confirmed free and I duly signed up. I was advised that activation would take a few (days and that a router/modem would be sent to me the following day. So far, so good.

Several days later I got a phone called from KN Circet offering to have a technician visit, 20 days after I placed the order. I asked why a visit was necessary, as I could plug in a router myself.

KN Circet phone staff response "Don't know. We only make appointments". I agreed that the appointment should be put booked but held until I found out from my new provider what was going on with the router.

Called the ISP a week after signing up :

"I still haven't received a router. What's happening with the circuit? Do I need a visit/why?"

Answer: "Er, nothing has happened yet. Will look into it and get back to you." (They didn't)

I called again the following day and requested an update and indicated that I'd have to cancel if this wasn't resolved shortly. (8 days offline already)

Shortly afterwards I received a call from KN Circet to make another appointment — 3 days later than the one originally proposed because, contrary to what they'd agreed, they hadn't booked the original appointment. I inquired again why I couldn't plug in a router myself and was told it was because wiring outside the house needed to be changed.

Surprised, I called a 3rd provider — which offered "self-install" options or a technician visit — to see if switching again might accelerate matters.

NOPE.

Once a line is in service it's straightforward to transfer it from one provider to another. Once it's no longer in service a visit is required.

YET: I was advised to cancel the original service by the ISP I transferred to. According to the 3rd ISP I was misinformed.

I was also told that switching again couldn't happen without the line being unlocked by NBI and this would entail even further delay.

I don't know at what point a line becomes unlocked*. Perhaps after it's activated by/for a new provider. In which case I think I should have been advised accordingly.

Drop your circuit and you'll face a 2-3 week fibre outage.

*Suggested line transfer time given on the phone was 5 days. The contract received immediately afterwards said "up to 10 days".