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How easy is it to change CityFibre ISP?

I switched from one CityFibre ISP to another yesterday...was very smooth. Old ISP disconnects and you disconnect their router. Then plugin new ISP router and setup. Off you go. Really smooth. They call it "working line takeover"

Who did you go from and to? And did you need to be the one to cancel with your old provider? (as in you needing to phone them and saying you intend to leave).

How long downtime did you have?

*Edit* He now says "deleted member" against his name. Was he a troll and the above I quoted from him just made up nonsense said to confuse people?
 
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Who did you go from and to? And did you need to be the one to cancel with your old provider? (as in you needing to phone them and saying you intend to leave).

How long downtime did you have?

*Edit* He now says "deleted member" against his name. Was he a troll and the above I quoted from him just made up nonsense said to confuse people?
It's a strange one and my initial thought was the same as yours as I don't trust when someone comes along lacking details posting something overly positive. I've looked through his other threads which were from last month, one was asking for a Zen referral link and the other was one you'd responded to regarding Zen upload speeds so it's not impossible they had a seamless transfer to Zen. It seems unlikely from what others have posted though.

I don't know if they've been banned or requested the account to be deleted and forums usually won't comment on it which I understand why but it's frustrating since it's useful information here. If it turned out they were banned for being a Zen employee or something like that then their post could definitely be ignored.
 
Im in the process of my second swap on CF network, started with Vodafone then moved to Giganet, was down about 24 hours, including an overnight period. As smooth as can be expected, Giga wanted photo of ONT rear for numbers etc. Connected fine, but their system obviously couldnt cope with a "migration" type experience as 2 days later on the "install date" that I kept receiving in emails, which granted I was told to ignore, 3 vans and engineers turned up to do a new install!

Im currently trying to move from Giganet to a new undecided ISP because they moved me to their new CGNAT'd network after 9 months of dynamic (but very sticky) public facing IP without any notice or even mention which has caused all sorts of remote issues for me. I am currently trying to get the line ceased (as I would expect to happen in a house move) so I can leave sooner than the 30 days notice, ive said I'll pay any shortfall etc. Assuming its always disconnected overnight like last time, im on my second attempt to get this to happen, i hope I dont have to call them again tomorrow!

I was thinking of going to Zen, but may go A&A just for better CS when needed. Ill decide when the lights go out on the ONT.

But as everyone has said, this is not acceptable today or even years ago, the process should be seamless and minimal downtime.

Only saving grace for me is I have a second BT FTTP line thats used also, but I appreciate most people dont have that luxury.

Update: Ive called 6 times now trying to get line ceased, still not done, still dont know if it will naturally cease after 30 day notice, actually I know very little. DD cancelled now to see if that make someone take notice - such a waste of my time. Decided to go with A&A, just so hopefully I can talk to someone that knows whats going on, and also im not signing up with anyone unless its 1 month rolling, certainly not 24 months.

Update 2: Well A&A in 5 days(inc a weekend to be fair) havent responded to my joining sales email, so thats them off the list now. Zen havent replied to the reminder I had to send to answer my 2 week old enquiry. Moving on to attempt 3.
 
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I currently have an issue migrating from Vodafone to Brillband (Scotland only) on the Cityfibre network at the moment. The switchover was supposed to happen on Wednesday (2 days ago), but hasn't happened yet. Brillband says:

It looks like there's a technical problem that's stopping them from switching the connection over and they're trying to figure out what it could be. They said it could be the case that Vodafone might have missed a step in the process when cancelling your connection.

CityFibre has forwarded details of this issue to their other internal teams and they'll work to find a solution to this as quickly as possible.

My experience with Vodafone has been a nightmare throughout.

Initially, I was on 80 mbit/s with Vodafone through Cityfibre, which was more of an accident because they initially told me that I couldn't get Cityfibre.

So, I booked the slower line, thinking it would come through Openreach, however it kicked off the Cityfibre installation, which was a mess (Was supposed to be done in January, only went live in April, had 4 missed engineers visits). Horrible customer service, would not recommend Vodafone at all.

This July, I upgraded to Vodafone's Fibre 900 at £36/month. Within the 14 day cancellation period, I noticed that they had reduced the price to £29/month, so I asked if I could benefit from the offer.

I was told I could cancel the current contract and re-book straight away.
The cancellation went through, but the re-booking wasn't possible due to a system error.
Also there was a lot of confusion what would happen to my contract now.
First I was told I'd go back to the older contract, then I was asked to send back my router and finally they confirmed I'd stop being a Vodafone customer, which is now being reflected in my account/billing. However, it seems like they still messed something up that causes the delay in switching over. Typical.

Because of the bad customer support experience I've had with Vodafone, I've taken the opportunity to switch providers. Brillband's customer service is so refreshing compared to Vodafone. I've always been talking to the same person and they seem very helpful (even though it seems like they can't do much either here).

Anyway, hope it'll get sorted soon.
 
Out of interest, does anyone know if Cityfibre's backend management systems are harmonised across all their deployment regions. You might hope and assume that they are all one and the same as there is no legacy, but I can remember the car crash of the cable franchies merging.
 
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I currently have an issue migrating from Vodafone to Brillband (Scotland only) on the Cityfibre network at the moment. The switchover was supposed to happen on Wednesday (2 days ago), but hasn't happened yet. Brillband says:



My experience with Vodafone has been a nightmare throughout.

Initially, I was on 80 mbit/s with Vodafone through Cityfibre, which was more of an accident because they initially told me that I couldn't get Cityfibre.

So, I booked the slower line, thinking it would come through Openreach, however it kicked off the Cityfibre installation, which was a mess (Was supposed to be done in January, only went live in April, had 4 missed engineers visits). Horrible customer service, would not recommend Vodafone at all.

This July, I upgraded to Vodafone's Fibre 900 at £36/month. Within the 14 day cancellation period, I noticed that they had reduced the price to £29/month, so I asked if I could benefit from the offer.

I was told I could cancel the current contract and re-book straight away.
The cancellation went through, but the re-booking wasn't possible due to a system error.
Also there was a lot of confusion what would happen to my contract now.
First I was told I'd go back to the older contract, then I was asked to send back my router and finally they confirmed I'd stop being a Vodafone customer, which is now being reflected in my account/billing. However, it seems like they still messed something up that causes the delay in switching over. Typical.

Because of the bad customer support experience I've had with Vodafone, I've taken the opportunity to switch providers. Brillband's customer service is so refreshing compared to Vodafone. I've always been talking to the same person and they seem very helpful (even though it seems like they can't do much either here).

Anyway, hope it'll get sorted soon.
I'd love to hear how it goes with Brillband - they're so new nobody seems to know anything about them. Their pricing is a bit too good to believe...
 
Mine is flippin' complicated, didn't think it would be but, wow!

My daughter used to live with us here, she got the Vodafone contract in her name as it was cheaper. However, she left in April and I kept paying and using the service to avoid her having early termination fees.

Her contract was to end 22 December 23. Start of December I asked Zen to switch to them, they couldn't because Vodafone was still active (Vodafone told my daughter she was OK to leave early). However, Vodafone wouldn't physically let her (strange).

However, we have Vodafone on the City Fibre network so you would think, come 22 December when Vodafone finally freed the line it would have been easy, wrong! No, I have an 'install' date of Jan 10! Everything is still physically there, I have the Zen hardware connected but, apparently CF put everyone in the same queue whether they need someone to flick a switch or dig up a street!

So, all over Christmas with no connection and another 2 weeks to wait. We have no TV aerial (can't get one here) so rely on the net for everything. I am vulnerable, need to be connected but, that makes no difference either!

Yes, I know it's Christmas but, this is surely unacceptable from CF isn't it? Is it really that difficult to migrate on the same hardware?
 
Perhaps someone can explain the technical side here but I had thought the same as you once I had the Cityfibre FTTP installed with all their hardware, I'd be able to change ISPs as I wanted further down the line relatively easily.

Hopefully you get sorted ok on the 10th January.
 
It just got worse. Zen, who I am going to as a supplier, are saying that they've started a migration but, as Vodafone have released the line my daughter had because the contract ended, they cannot migrate but can run it as a new order. So, they cancelled the migration (Jan 10th now cannot happen) and attempted the new order and got this message from CityFibre:

Error message was: 'Order cannot progress as 'New service activation' as there is already a service installed, please change 'Provision Type' to 'Migration from another ISP (CityFibre)''

Vodafone (management) told us in writing on Dec 22 they had ceased the contract and service. Zen are saying to contact Vodafone again as they have messed up!

Now, I am wondering, could it be that what CityFibre actually mean here is, because all the line and equipment are in place, it has to be a migration even if Vodafone have dropped the service?

It could be that, sure, they've messed everything else up so, maybe Vodafone didn't do the job right.

Now though I cannot get a service. My January date was cancelled so even if they tried the migration route now it's likely to be around 20th January. Who knows if it would even happen then?

I probably should ask this but, who is the most incompetent here? Vodafone, CityFibre, Zen or me?
 
vodafone
 
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It just got worse. Zen, who I am going to as a supplier, are saying that they've started a migration but, as Vodafone have released the line my daughter had because the contract ended, they cannot migrate but can run it as a new order. So, they cancelled the migration (Jan 10th now cannot happen) and attempted the new order and got this message from CityFibre:

Error message was: 'Order cannot progress as 'New service activation' as there is already a service installed, please change 'Provision Type' to 'Migration from another ISP (CityFibre)''

Vodafone (management) told us in writing on Dec 22 they had ceased the contract and service. Zen are saying to contact Vodafone again as they have messed up!

Now, I am wondering, could it be that what CityFibre actually mean here is, because all the line and equipment are in place, it has to be a migration even if Vodafone have dropped the service?

It could be that, sure, they've messed everything else up so, maybe Vodafone didn't do the job right.

Now though I cannot get a service. My January date was cancelled so even if they tried the migration route now it's likely to be around 20th January. Who knows if it would even happen then?

I probably should ask this but, who is the most incompetent here? Vodafone, CityFibre, Zen or me?

he whole network sounds like complete incompetence, it shouldn't be this hard, if you watch to switch ISPs every month it should be simple, Turn off at X turn on at X, line take over, or whatever migration system they have, nothing more, nothing less. it shouldn't require any faffing.
 
It just got worse. Zen, who I am going to as a supplier, are saying that they've started a migration but, as Vodafone have released the line my daughter had because the contract ended, they cannot migrate but can run it as a new order. So, they cancelled the migration (Jan 10th now cannot happen) and attempted the new order and got this message from CityFibre:

Error message was: 'Order cannot progress as 'New service activation' as there is already a service installed, please change 'Provision Type' to 'Migration from another ISP (CityFibre)''

Vodafone (management) told us in writing on Dec 22 they had ceased the contract and service. Zen are saying to contact Vodafone again as they have messed up!

Now, I am wondering, could it be that what CityFibre actually mean here is, because all the line and equipment are in place, it has to be a migration even if Vodafone have dropped the service?

It could be that, sure, they've messed everything else up so, maybe Vodafone didn't do the job right.

Now though I cannot get a service. My January date was cancelled so even if they tried the migration route now it's likely to be around 20th January. Who knows if it would even happen then?

I probably should ask this but, who is the most incompetent here? Vodafone, CityFibre, Zen or me?
Zen should've been able to perform a WLTO provided you gave them your existing landline number, but they cannot perform a WLTO if there's a cease order on the line. Did you try to take out the Zen contract before or after cancelling with Vodafone?
 
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