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One touch switching - Trouble ahead?

GoodfellowAdam

Casual Member
Finally been able to order FTTP and placed an order with EE for 900/100 (any faster tier would mean spending £££ on a new Unifi router). I'm loathe to leave Zen but 3x the speed for £20 P/M less is a bit of a no-brainer.

Against my wishes EE notified Zen who have sent me a letter confirming my G.Fast line rental will be disconnected on the day of my FTTP install (Friday). I had wanted to retain this connection until I am satisfied the new connection is stable (much as I did when I migrated from FTTC to G.Fast).

I am almost certain that this install will fail as I'm served by a "D" pole and the wholesale checker describes my house as 1-stage install "Single Dwelling Unit Residential OH Feed with no anticipated issues." with no mention of a hoist being required.

So, I'm fully expecting OpenReach to arrive, find there isn't a hoist to be had within a 100 mile radius and push back the appointment, followed by the Zen line losing sync, leaving me without a connection for days if not weeks. Spoke to Zen and they can't cancel the switch as it'll automatically cancel the EE provision. Spoke to EE and they can't do anything either as the OTS system is locked to the address! I haven't used a PSTN landline for decades so there's no number to be concerned with.

It just seems like complete madness considering that the services are being delivered by different physical media, and is it really that uncommon to have more than one connection? Any thoughts?
 
I think OTS has processed in place for this, in that the new supplier can push the date back if needs be. How it all works in practice is perhaps another matter
 
Thanks mwarby,
I would hope something has been put in place for this that goes a bit further than some OR subby ticking the "job complete" box on their tablet and cutting my connectivity as a result.
Another reason why OpenReach being uncontactable isn't really working out so well. I've been involved in a lot of Leased Line installs and been able to speak to OR planners directly but sadly domestic installs don't get the same privileges.
 
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To be fair leased line installs are often more complex, usually has a clueful customer, and frequently benefit from some prior liaison. I agree I have had several planning meetings with OR and other infrastructure engineers.

Whereas the vast majority of domestic line installation, fibre or copper, is a rinse and repeat operation and letting clueless consumers have an easy path to talk to OpenReach is going to be a significant overhead.

And of course we're not supposed to talk to OpenReach at all, it's all meant to be via our CPs. Or the Office of Comedy will be angry.
 
The key bit here is that you appear to have requested your phone line to transferred to EE? That will have triggered the notice to Zen.

If you did not require the phone line anymore, the better approach would have been to NOT use One Touch, but instead just installed a new line (FTTP) and then once in place, either disconnect everything from Zen OR port the phone line out at that point, which will have taken the g.FAST down.
 
I think you have highlighted a clear flaw of this new OTP system, so new orders are to be assumed to be migrations by default without it being specified on the order?

Perhaps more info on how this order was submitted.

Also does OTP not allow things to be backed out? Perhaps someone like Martin can clarify on that as well.
 
I think you have highlighted a clear flaw of this new OTP system, so new orders are to be assumed to be migrations by default without it being specified on the order?

Perhaps more info on how this order was submitted.

Also does OTP not allow things to be backed out? Perhaps someone like Martin can clarify on that as well.
Yes OTS has a process for backing out. An OTS order is put in place by the gaining provider, which is then used to inform the losing provider when they will take over the service (at which point the losing provider should cease their service and billing). If the go live date changes for the gaining provider then they update the OTS order to reflect this, which in turn notifies the losing provider. The same happens if the gaining provider cancels the OTS order, the losing provider is informed and should then keep their service running.
Residential users are still allowed to place new activation orders to run alongside an existing connection if they wish.
 
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You should contact Zen and inform them you want this to be a new installation on top of the existing FTTC line and see if the can cancel the OTS.
 
Many thanks to all of you for your replies.

Seems like the OTS process is still bedding in and not all concerned have yet experienced the in's and out's of the process.

I think I'm just going to let things run and hope for the best, if (as I fear) the appointment doesn't go ahead I'll just have to cancel the EE order and hope I can persuade Zen to keep my copper service running. Maybe even just migrate my Zen service to fibre, not save quote so much money and hope EE's systems keep my 2 sim's at £13 P/M forever...

I'll let you know how it all turns out.
 
Just for clarity here, the Losing Provider does not cease the existing service until they receive the Switch Order Trigger Request from the Gaining Provider which signals that the new service has been installed successfully and is live. This request will not be sent if your install is delayed for any reason, and the Gaining Provider will instead send a Switch Order Update Request indicating the new estimated switch date.
 
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Refuse entry for the installers, and when EE try to charge you remind them you tried to cancel and cooldown period? you did try to cancel right?

@RobWiFiScotland what happens if old provider kills the connection at 1 min past midnight and they dont get the update request until later in the day?
 
@WKDRED OFCOM rules for OTS are that the old provider is not allowed to cease the old connection until they have received the Trigger request so that situation should not happen. If it does, the old provider would be required to reinstate the connection until the Trigger request is received.
 
Looks like the G.fast was just having a little wobble, it stabilised just after 8AM.
And sure enough no engineer from Kelly Group showed up, some kind of "civils issue" according to EE - I highly suspect the "D" pole. Rebooked for 03/10.

Automatic compensation: Can I expect a credit for the missed appointment AND the daily payment for delayed activation?
 
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I would be hopeful of compensation, but suggest you don't go out and spend it until you see the credit on your bill.
 
Well, some progress, a nice chap from Kelly Group came mid-morning to have a look, noticed the "D" pole and knocked the job due to lack of a hoist.
However I've just caught sight of a Kelly hoist driving down my road the pole now has a coil of fibre connected to the CBT and left coiled up on the adjacent wall.
Hopefully the engineer from earlier returns soon!
 
Happy days, chap from Kelly returned and whilst I must admit he did rush the install I've now got FTTP :) I'll put some extra clips on the dropwire
Patched the ONT into my Unifi UDM, changed the PPPoE settings and away we went. Getting D/L speeds of 880 and U/L of 118 - probably could get a little faster if it weren't for the limitations of my router.
 
Happy days, chap from Kelly returned and whilst I must admit he did rush the install I've now got FTTP :) I'll put some extra clips on the dropwire
Patched the ONT into my Unifi UDM, changed the PPPoE settings and away we went. Getting D/L speeds of 880 and U/L of 118 - probably could get a little faster if it weren't for the limitations of my router.
How long did it take before the g.fast connection was terminated? When I upgraded to FTTP, the old VDSL line remained active for almost a whole week after FTTP was live.
 
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