Migrating to Zen Internet

[alexatkin]

5th August:
Ordered my migration from Origin to Zen, given a provisional date of 14th August.

15:35 5th August:
Received e-mail confirmation of order.

16:17 5th August:
Received e-mail from billing confirming the first payment I made on the phone.

18:50 7th August:
Received e-mail containing my login details and block of static IP addresses.

20:20 7th August:
Received e-mail confirming my migration will happen on the 19th (bummer). I e-mailed them back asking if this can possibly be brought forward.

21:42 8th August:

Quote:Thanks for the email.

The order is going through as a Migration from another provider so the service with them should run until the date that we take over the service. Has the losing provider advised they will be terminating the connection on this date?

They should be fully aware that we will be taking over the connection on the 19th.

I tried to explain that the network is actually being shut down on the 14th.

13:16 11th August:

Quote:I have spoken further to BT and the reason for the lead time activating the service is due to a lack of engineering resources in your exchange, they have had to delay the migration of the service to 19/08 due to this.

In all migrations that I have ever worked with the old service has had to remain active in order for us to migrate it across as it is a different order to a new provision. There is unfortunately no way for us to bring this date forwards due to this resourcing issue that is currently being encountered in your area.

Yeah, he didn't understand, fair enough. There is nothing else they can do at this point anyway so I let it lie.

Morning 19th August:
Zen ADSL line migration is completed without issue. Spend the rest of the day fighting with my router and HG612 to get them to work together properly in this configuration.

14:37 20th August:
Rang to ask when I could place the fibre regrade order and was informed the system had not confirmed I was migrated yet so they would chase this up with BT and should have it confirmed later today when I will be able to place the order.

16:15 20th August:
Received e-mail confirming my ADSL order was completed. I didn't notice this e-mail until after the call back however.

16:35 20th August:
Unexpectedly called back by Zen saying it was all confirmed and they could now place the regrade order, was that okay?

Was asked to confirm I had a compatible router for the service, confirmed BT would provide a modem (I asked to be sure) so I just need an ethernet compatible unit.

16:45 20th August:
Received e-mail confirmation of order.

19:45 20th August:
Received e-mail confirming engineer booked to provide regrade to fibre on 10th September, some time between 8am and 1pm.

12:45 21st August:
Ah Openreach, you bloody fools.

Quote:I am emailing regarding the order ADSL to Zen Fibre Regrade

The order has been rejected by our suppliers, when we have investigated why it seems there is an open order associated to the line.

We believe this order to possibly be the ADSL order we supplied to you which completed on 19/08. We have raised a request with our suppliers to have this investigated to find out if indeed that is the issue

We would expect the request raised to take anything up to 5 working days or more to resolve

We shall review your order again next Tuesday to check for a response, once we do have further updates we shall be in touch to advise

Please accept my sincere apologies for any inconvenience caused

[mirdragon]

Why not pass that on to your friends at Origin

[SpencerUk]

Sounds like you've got some decent aftercare there @alexatkin

I assume Openreach will give you an ECI modem then on install?

See if a certain other company did that communication for the same price, people wouldn't complain..ah well..past that.

[alexatkin]

Yeah its a shame its 99.9% likely to be an ECI, another HG612 would be useful.

[mirdragon]

Don't really matter, just use your HG612 - I think my original is an ECI, just don't use unless have too

[alexatkin]

Yeah but it never hurts to have a backup.

[john22rob]

@alexatkin i have one that's no good to me, already hacked too!

do they even work on ADSL?

[WillPS]

Alex is one of the lucky ones, his time on ADSL is only temporary.

[john22rob]

(20-08-2014 10:24 PM)WillPS Wrote:  Alex is one of the lucky ones, his time on ADSL is only temporary.

i meant for me to keep it, i'm on ADSL, i know it works with FTTC but sure it does with with ADSL

[mirdragon]

Should be no reason for it not to work if use correct settings