How to Switch Carriers - NBI Fibre TTH

Dudz

This Thread is to explain the correct way to Switch NBI Carriers.
My post/'journey' is the way NOT to switch.
I will be without Internet service for 4 business days.

-
Contract NBI TTH with 'Carrier A' ends on day 31.
Customer sets out to save over 100e annual spend.

DAY 1: Customer notifies 'Carrier A', contract termination on DAY 30.
'Carrier A' confirms, Termination on DAY 30, via email and sms.
Customer hopes 'Carrier A' will come up with better terms, never happens.

DAY 21: Customer enters contract with 'Carrier B', Commence on DAY 30.
'Carrier B' confirms, via email and text, and
billing will not commence until new modem connected to NBI.
NOTE: 'Cooling Off' period

DAY 30: 00:01 'Carrier A' disconnects service
Costumer reboots NBI connection and connects/ boots 'Carrier B' modem.
01:00 No service 'Carrier B'
09:00 'Carrier A' confirms disconnect via email and sms
10:00 No service 'Carrier B'
11:00 Contact 'Carrier B' regarding No service.
13:00 'Carrier B' states 'Carrier A' still holding NBI connection
'Carrier A' must release NBI and then 'Carrier B' can order NBI to switch.
Up to 4 business days to complete.

I have a 4G redundancy at a cost of 20e, but should not have to use it.
I am still within my 'Cooling Off' period too!
From what I gather, the fault is with 'Carrier A' and/or NBI.
How to prevent this for future carrier switches.

NotShero

https://www.boards.ie/discussion/2058420682/how-to-switch-carriers-nbi-fibre-tth

Log a complaint with your new provider and your old provider. They all have their own way of raising a complaint, if you want to list who they are and I can get you a link or an email address for each.

Dudz

I thought I did the switch correctly, gave ample notice to both ISPs.

Carrier A is Voda

Carrier B is Virgin

NotShero

https://www.boards.ie/discussion/comment/123683299#Comment_123683299

it's just something has gone wrong on Vodafone's side I presume. It could be that the line was cancelled before the switch as Vodafone weren't aware you were switching. AFAIK you don't need to give notice and cancel your previous service, just sign up for a new one if you are staying with the same access provider, NBI in this case. There is no penalty for switching once you are out of contract AFAIK, the notice is only needed for cancellation or switching to an ISP who is using another access network e.g. open eir, SIRO.

The complaints teams are usually best at getting those more complex issues sorted as you can go to ComReg 10 days after submitting a complaint.

Explain the situation to both of them with the links below, exactly like you have posted here.

Vodafone Complaints - https://www.vodafone.ie/forms/fixed_complaints_form

Virgin Media Complaints - https://www.virginmedia.ie/dynamicomplaintform/

https://www.comreg.ie/advice-information/consumer-care/

pizzahead77

Yeah, when switching providers, there's no need to cancel with the current provider (same as you don't have to do it when switching mobile networks either)

dam099

https://www.boards.ie/discussion/comment/123685431#Comment_123685431

The problem is that is not universally true. It usually should be when switching ISPs but staying on the same wholesale network but a lot of end users don't necessarily even know or care what wholesale network they are on creating confusion about when the switcher process applies vs needing to manually cancel.

NotShero

https://www.boards.ie/discussion/comment/123686547#Comment_123686547

Yeah ComReg should really put in place a proper switching process where it is the responsibility of the new provider to cancel your old service no matter the access network, like Ofcom have in the UK -

https://www.ofcom.org.uk/phones-and-broadband/switching-provider/switching-broadband-provider