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Moving DSL connection to new house - what's the rap?

Hi all,

I'm moving house so after speaking to BT to move my line they said that because it's a different exchange they can disconnect my old line and connect my new line within the hour on the day.

As far as my broadband ISP (euro1net.com) goes BT said that my ISP should be able to connect me on the day as well and to contact them to arrange. (This advice is also available on the bt website about moving home)

After contacting my ISP they said that reconnection on the day is NOT possible and this will take the BT standard lead time 7-10 working days to complete reprovison of broadband services, further this would have to be done from the time of connection! (There is also a £69 reconnection charge which apparently is passed on from BT.)

So I sent an email to BT to get clarification and emailed back saying call this number which was actually the PSTN fault line who weren't able to clarify anything. What they did tell me was that the BT wholesale department handles this type of query but they only deal through the ISP.

I'm not happy with this because my ISP are telling me one story and BT are telling me another and now I'm want to get to the bottom of this £69 charge which is detailed in my terms and conditions for euro1net but actually comes from BT. BT won't give me the contact details for BT wholesale so I can make an enquiry and the ofcom website doesn't provide any information that I can find about either subject. So it looks like I am going to have to escalate the matter further with euro1net but I get the impression their customer services is not as helpful as I would like...unless anybody else here can offer advice?
 
I've not looked at the euro1net site, but surely it'd be cheaper to just cancel and sign up as a new customer an your new place? Or even sign up with a new isp altogether if you think they're messing you around.
 
they is a process that an ISP can use that is called a simultaneous shift, which means your broadband is moved with your telephone line. BT give you a ref that gets passed onto your ISP. Sounds great does it not? Will it is crap!

From my experience they never complete correctly and therefore take even longer to get setup because you have to then resort to the old procrss, my recommendation is to do a cease and re-provide as there is much less chance of it going wrong.
 
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ok BT retail the telephone line provider offer something called a sim provide wich means a simultaneous provision of your telephone line and your ADSL as long as your ISP is participating in the sim provide process, YOUR ISP may not be participating if they are not its them at fault, the £69 reconnection fee ??????? any connection to broadband fee being raised will be BT Wholesale the provider of broadband, tbh i cant rememebr the last time i saw an ISP pass any wholesale related charge on to their customers. If i was you and i was out of my contract i think i would look to use a different ISP as yours is not apparently participating in the sim provide process and they are passing on wholesale costs to you.

(BTW the sim provide process has about a 50-50 success rate)
 
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