{"id":37857,"date":"2024-04-23T10:52:00","date_gmt":"2024-04-23T09:52:00","guid":{"rendered":"https:\/\/www.ispreview.co.uk\/?p=37857"},"modified":"2024-04-23T10:54:06","modified_gmt":"2024-04-23T09:54:06","slug":"broadband-isp-aquiss-accuse-vodafone-uk-of-incorrect-switching","status":"publish","type":"post","link":"https:\/\/www.ispreview.co.uk\/index.php\/2024\/04\/broadband-isp-aquiss-accuse-vodafone-uk-of-incorrect-switching.html","title":{"rendered":"Broadband ISP Aquiss Accuse Vodafone UK of Incorrect Switching"},"content":{"rendered":"<p>In an unusual move, the boss of Shropshire-based broadband ISP <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/aquiss\">Aquiss<\/a>, Martin Pitt, has today publicly accused rival provider <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/vodafoneuk\" rel=\"nofollow\" target=\"_blank\">Vodafone<\/a> of &#8220;<em>handling a large percentage of migrations cases completely incorrectly<\/em>&#8221; by treating them as &#8220;<em>New Installs<\/em>&#8221; rather than following the correct <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/ofcom\" target=\"_blank\">Ofcom<\/a> process for consumer switching.<!--more--><\/p>\n<p>According to <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/aquiss\">Aquiss<\/a>, the issue seems to largely impact switches that occur across <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/openreach\" target=\"_blank\">Openreach<\/a>&#8217;s national broadband network (<a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/fttc\">FTTC<\/a> and <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/fttp\">FTTP<\/a> lines). Consumer switches between <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/openreach\" target=\"_blank\">Openreach<\/a> based ISPs are required to follow <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/ofcom\" target=\"_blank\">Ofcom<\/a>&#8217;s <strong>Gaining Provider Led<\/strong> (GPL) process, which is a largely automated process that starts when a customer contacts their chosen (new \/ gaining) ISP to begin the migration.<\/p>\n<div class=\"bq2\"><strong>NOTE:<\/strong> The current <a href=\"https:\/\/www.ofcom.org.uk\/phones-telecoms-and-internet\/advice-for-consumers\/costs-and-billing\/switching\/switching-broadband-provider\" target=\"_blank\" rel=\"noopener\">GPL switching process<\/a> typically takes at least 10 working days, starting from the date the gaining provider notifies the losing provider (i.e. this gives customers a chance to stop the switch, such as if it was started without their express consent).<\/div>\n<p>Switches like this are usually a fairly smooth affair and should take place with only a minimal amount of downtime, particularly if the type of line being switched remains unchanged (i.e. <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/fttp\">FTTP<\/a> to <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/fttp\">FTTP<\/a> or <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/fttc\">FTTC<\/a> to <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/fttc\">FTTC<\/a>) as this should not require an engineer to visit. The customer is <em>not required<\/em> to contact their old provider for the switch to be put into effect.<\/p>\n<p>However, <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/aquiss\">Aquiss<\/a> appears to be indicating that <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/vodafoneuk\" rel=\"nofollow\" target=\"_blank\">Vodafone<\/a> are now treating a lot of normally smooth migrations incorrectly, which they say can &#8220;<em>butcher the current connections<\/em>&#8221; and &#8220;<em>results in live assets remaining active with the losing provider, as no formal transfer has taken place<\/em>.&#8221;<\/p>\n<blockquote class=\"bq1\"><p><strong>Martin Pitt, Managing Director of Aquiss, told ISPreview:<\/strong><\/p>\n<p>&#8220;We are repeatedly seeing <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/go\/vodafoneuk\" rel=\"nofollow\" target=\"_blank\">Vodafone<\/a> handling a large percentage of migrations cases completely incorrectly, especially across the <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/openreach\" target=\"_blank\">Openreach<\/a> network, treating them as New Installs, rather than following the correct migration transfer path as laid out within the GPL process.<\/p>\n<p>Their approach results in the unnecessary attendance of engineers to properties, who either fit a 2nd ONT or butcher the current connections, where a working service and ONT is already present. This results in live assets remaining active with the losing provider, as no formal transfer has taken place.<\/p>\n<p>If you catch these early on in the process, normally via the customer making contact, Vodafone representation, will often claim this is how the process is done or the losing provider is on <a href=\"https:\/\/www.ispreview.co.uk\/index.php\/link\/cityfibre\" target=\"_blank\">CityFibre<\/a> (even where no coverage exists), completely deflecting their responsibility to make sure orders are handled correctly and trigger, where required, a takeover of live services.<\/p>\n<p>Customers are therefore left in a &#8220;they said this&#8221; and &#8220;they said that&#8221; approach, which is totally unacceptable, especially as this process should be seamless. We are seeing far too many examples where this is a normal process, rather than an exception&#8221;.<\/p><\/blockquote>\n<p>We have reached out to Vodafone for a comment and will report back once they respond.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>In an unusual move, the boss of Shropshire-based broadband ISP Aquiss, Martin Pitt, has today publicly accused rival provider Vodafone of &#8220;handling a large percentage of migrations cases completely incorrectly&#8221; by treating them as &#8220;New Installs&#8221; rather than following the correct Ofcom process for consumer switching.<\/p>\n","protected":false},"author":1,"featured_media":35347,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"ngg_post_thumbnail":0,"footnotes":""},"categories":[1],"tags":[36,96],"class_list":["post-37857","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uk_isp_news","tag-ofcom-regulation","tag-vodafone"],"share_on_mastodon":{"url":"https:\/\/mastodon.social\/@ispreview\/112319923710207679","error":""},"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.7 - 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