As a general rule unless you are changing the physical line (SIRO/OpenEir/Virgin) into your house you get the new provider to handle the changeover so there's minimum loss of service. (If you weren't out of contact they could charge you or block you leaving until you pay up )
If you were very unlucky cancelling with the old provider might mean the port you used in the cabinet or exchange could be given to a new customer before the new provider could get your order in. If you were extremely unlucky and that customer got the last spare port then there will be tears.
Just a quick one, moving from Sky to Pure and have been advised by Pure to contact Sky to cancel. Once I contacted Sky they said once Pure goes live that ceases the Sky connection and there's no need for the 31 days notice.
I'm now out of the 12 month contract with Sky.
Anyone tell me which version is correct?
Thanks
I switched from Vodafone in November. The overall experience was fast and efficient with good customer service. On the strength of this I switched my (elderly )parents on to the same deal from VF to PURE. I did try to get a renewal deal from VF but they had nothing that came close to the PURE (€35) deal.
The difference in experience could not have been starker. 1st Huawei router delivered would not power up. 2nd huawei router delivered some 5 days later and powered up but refused to stay powered for more than 2 minutes before resetting. Requested a fritzbox and finally delivered about a week later. Fortunately the VF router still worked but the land line had been off for almost 2 weeks. My folks of of the age where they prefer the land line to mobiles. It took another 2 weeks to get the number ported. I called almost every day and was usually kept in a queue waiting for on average 30 minutes. Overall a miserable experience. I would guess that PURE customer service are a victim of there own success and now can't keep up with demand due to their competitive deal. Caveat emptor YMMV
As a postscript , I had another account with VF that I needed to switch( in Jan) and called them just in case. They matched the €35 for another year !!! That account has very light use not sure if this was the reason or there has been a policy change
Thanks, I'll get on to them
Complain to COMREG . consumerline@comreg.ie
They have no right to force you signup a new contract for moving house.
But my original contract was for 12 months and I now have to take out an 18 month contract because I'm moving house? It's crazy. I only have 4 months left on my contract too but it costs 150 to cancel
I initiated a switch from Vodafone Siro to Pure last week. Other then getting the welcome email and contract there’s been nothing since.
Any idea how long the process takes?
Since moving to Sky 3 months ago, I've had no issues with speed, connection etc. Billing has been spot on. I've kept using my PURE fritzbox.
To be fair here I'd be absolutely shellshocked if any provider just suspended it like that free of charge. He could cancel and get it reactivated in 6 months time or that. If memory serves me right they cannot reissue that number for 13 months after it was cancelled in case you did want it back but that's not the same as suspending it.
Sky, Vodafone, Eir all make you take a new contract when you move too. They won't just allow you move and see out the existing contract.
Sky use BT backhaul too.
I'm with Pure since last June and to be honest my speeds haven't been great since I switched. I originally signed up on for fibre to the home for 35 a month but the eir engineers couldn't install it at the house so I reverted to standard fibre broadband for the same price.
I had also informed them that I was going to moving within in the contract period to a new house that would have fibre to the home already setup and they said I could just switch over and continue my contract. I've now been told that whether I opt to change to fibre to the home or standard fibre broadband, I have to enter into a new 18 month contract as I'm moving and I also emre to pay 35 a month for 6 months and then 50 a month for 12 months.
What a load of crap. It would cost €150 to break the contract too....
If out of contract with Pure they could port their number out to a VOIP provider which would possibly be a lot cheaper that that.
Re Fritzbox I am using the Fritzbox 7560 for a number of years with no trouble but I am with a company called Digiweb.
As regards Pure Telecom a family member has had a landline with them for several years but is now going abroad for 6 months .
He tried suspending his line for this time but, they refused, they would only accept cancellation in which case he will loose his number which he has had 30 years . So if he wishes to keep his number he must pay rental for the 6 months his house is vacant.
Signed up to Pure. Within 14 day window to cancel. Sent an f2000 box. Ive heard bad things vs fritzbox. I need good wifi so considering ringing to change it. My sign up only starts in Feb officially as waiting on current contract to end. Thanks for any advice
Their PPP servers have been up and down every few seconds here in letterkenny for the past 4+ hours, theirs have been better than vodafones which went fully down for hours regularly.
no ppp = no login = no internet.
I've never had to call their customer service, I did email them when they were slow to activate my switchover and the reply was well informed and not just a copy paste answer.
I'm out of contract with them soon.
I am with Pure FTTH via IFN eir network, my backhaul is via BT which seems fine most of the time as regards bandwith availability
However; ping times aren't that great, 9-12ms which seem a bit high for a fibre connection?
I haven’t been impressed with my move to Pure so far.
I ordered over the phone in October for changeover on 4th November as my Vodafone contract was finished then. IIRC I contacted them on the 2nd November to enquire about the router as I still hadn’t received it. They said they’d send one out and in fairness it arrived the next day.
On the 4th the changeover never happened so I contacted their customer care that evening. Apparently they where missing the last two digits of the UAN so I gave them the full UAN and after asking when the switch would happen I was told 24 hours.
The next week I received two texts saying my service would go live on dates at the end of the month. I gave them a call on Monday gone asking is there a reason it’s not going live until the end of the month an could they push it forward and was told they’d push it forward to the next day, but because it’s SIRO it can take 3 working days to switch over, which day 3 is tomorrow.
If it’s not switched over by tomorrow I think I’ll just cancel the service and move to someone else.
In fairness the customer care have been very helpful and always quick to answer.
same VF just said to drop box back at VF store. They scan it into the system so you don't even need account number etc.
As for notice period I called about 26 days before the 12 month deal/contract was ending ....They had no problem with terminating at the end of the 12 month contract and were not sticky on the 30 days notice. Unlike some providers I could mention. I tend to avoid Sky after the experience I've had of trying to end contracts with them.
After being with Virgin/UPC for years and getting the yearly price increase and then looking for a discount, I’m happy to move suppliers every year, like I change electricity/gas to get the best deal. We’re lucky where we are and can get Siro or Eir FTTH so we’re spoiled for choice.
Thats good advice to hand the box back into a store. I think I’ll do that rather than wait for them to contact me to arrange a collection.
Surprised at VF. You'll be moving again next year when you hear Pures retention rate.
On VF box, hand it into a VF store as I got asked for the box a year later
It’s in my wife’s name so she dealt with them on the phone. Not sure what they offered but I mentioned to her we could get it from other providers for €35 and she said they wouldn’t match that.
I got in contact with them on Twitter DM (just to have it it writing) about the notice period and unless something was misunderstood they said no and they’ll be in contact after the contract/we’re moved to the new provider to arrange sending the Gigabox back.
Yes basically. I left the Vodafone gigabox installed until it stopped working /was cut off /account transferred !. I then just swapped it with the PURE fritzbox and away we went. I'm not sure if you can plug it in prior to VF switching off .
As for renewal with PURE , I'll wait till next year and rate the 12mths of service and then see what offers are about.
My contract was ending with pure and their retention offer was really bad, you'd be better off paying monthly out of contract.
Surprised VF didn't do a decent retention offer.
Did you have to give 30days notice?
We signed up with Pure for the same reasons as yourself, Vodafone coming to an end and couldn’t match the price from Pure. Router arrived and have agreed for them to move us over tomorrow.
What exactly happens when they take over the line? Is it like when you port a mobile number and the Vodafone Gigabox will go down and you just replace it with the Fritzbox?
Genuine review
Vodafone SIRO contract was ending and they had no interest in renewing deal. PURE was the best I could get at €35 500mb/all day calls (Sky was off peak only). New Fritzbox! router posted out to me and arrived when they said it would. Basically plugged it in an away we went. Customer service have been easy to contact and quick to answer/respond. Lots of Dubs who seem to be able to get things done as opposed to a call centre on the other side of the world. Very happy with service so far and the Fritzbox! is a far better router than the Vodafone one (range /speeds / abilities). Limerick citaay !
I've been with Pure Telecom now for about 8 months. To start with the positives, they're very customer focussed and go out of their way to fix problems, you will always get through to their technical support within 5/10 minutes. They are cheapest with the minimum contract duration in the market at 40 euro a month currently, maybe with one or two others. This is much better than Eir who I spent 3 days with on the phone to cancel my contract before the 14 days cooling off period finished once the fibre landed to the house. Also, the Fritzbox has a very handy user interface with my mesh system in the house to check connections and Pure Telecom can do remote system reboots to ensure the problem is a network problem.
Saying that I've had two problems. Initially, I had to replace all my hardware to prove that Pure's Network (Old BT Network) was the issue or risk paying the call out charge for Open Eir staff. Open Eir staff replaced the ONT box, Pure provided replacement Fritzbox and then checking all the cables/equipment myself that they are all Gigabit enabled. Finally, once Pure Telecom knew it was a network issue, my speed suddenly jumped from ~100 Mbps to ~700/800 Mbps. After another month of endless speed checks, I accepted this speed as I was worn out. This is despite the test kit for OpenEir proving that the Eir network could receive ~ 950 Mbps(Eir - Different network backhaul).
Roll on about 5/6 months, in the last few weeks, the speeds have dropped again to 400/500 Mbps and I've had to lodge a complaint demanding the speeds are restored to contracted normal speed of 900 Mbps or above. I am not convinced this will happen and stay above 900 Mbps.
I have only heard good things about the Eir network despite the complaints of their awful customer care team and 24 month contract so I think I will be heading back to Eir very shortly...
vicwatson wrote: » Are pure using fritzbox routers only now or are they still sending out f2000 ones?
Waesfjord wrote: » fritzbox for me on SIRO with Pure
