Problems changing Broadband provider

[LockyOK]

Having come to the end of a 12 month contract, in order to get the "Best available deal", I am trying to migrate my Broadband service from one provider to another without being forced to change a land-line number that I have had for years.

When I tried to do this a while back, the intended recipient provider (BB-NEW) told me that as a result of something that my existing provider (BB-OLD) had done they would have to give me a new land-line number.

I contacted BB-OLD for an explanation and was told:

Your services are provided through the BT Openreach network as BT own the line, we are not allowed to make any changes to the line as it has to remain compatible to all providers that also use the BT Openreach network, if there are any faults on your service it is BT Openreach that come to fix it on our behalf.

Your services are provided as an "MPF Service" this means you account is bundled so you pay only one bill for homephone and broadband, this is a common practise that was also used by your previous provider before transferring to us.

If your new provider does not have the facility to provide you an "MPF Service" this may cause them to want to install a new line, but this is not something Tesco are responsible for as the issue lies with your new provider.

As previously advised to transfer your services and number just simple make an application to a provider by providing them with your current phone number and address.

I tried again and after they accepted my order and me promised lots of sooper add-on goodies I have just been told by BB-NEW that they can't actually do it:

Unfortunately it has not been possible to transfer your current telephone number across to us and as a result we have cancelled your order. If you still want to get great value and are happy to change your number please call us.

Can someone who understands these things please explain and help me to get away from this nonsense . . . PLEASE?

I would simply move to BT except that they offer absolutely appalling value for money and seem to have woeful, unresponsive customer services.

Many thanks in advance

 

[Cenedd]

It sounds like the new provider you've selected wants to provide the phone line as well as the broadband and that may be the issue. Either they need to give you exact details on why they cannot move your broadband or you need to select a provider that keeps the BT line. That's most of them. They all tend to have their pros and cons. If customer service is what you're after, I've heard good things about Zen.

 

[Scottland]

By the sounds of it, you're with Tesco and they have both the landline and the broadband via an MPF line, and you're going to another provider who also will have the landline and broadband. Things can get a little complicated here, but I think the new provider needs to create the order and then do a number port on top of it to bring your old number over. I've heard a few friends recently having issues with Sky not wanting to do this, but it should still be possible.

Problems tend to arise when the orders aren't input correctly and you end up losing your number.


This article here might be worth a read: http://www.thinkbroadband.com/guide/migration.html


<pedant>Also Tesco, it's Openreach not "BT Openreach"</pedant>