IDNet Migration Problem

Im_A_Mouse_In_Need

On 8th September, I applied to migrate my broadband service to IDNet.

Their website at the time clearly stated the following:

"Free Migration
Switch to IDNet from another ISP free of activation/connection charge. The process takes just 3 working days with no downtime"

[Note this claim has been edited on their site since I made my complaint to them, I took a copy]

My previous ISP (Be Unlimited) was to place a cease order on my landline on 14th September, leaving more than enough time for IDNet to switch my service, according to the above.

I was on holiday in the intervening period, but did manage to pick up emails and discovered that IDNet were having problems migrating my service, these began arriving on 15th Sept.

When I returned from holiday, I discovered that in fact IDNet had not successfully placed the migration order for a week, by which point the cease order was already in place.

On 20th September, hours after I came back, the cease order was processed by BT and broadband was completely removed from my landline, meaning that I would be without landline broadband for at least one week and also have to pay a provision charge for broadband to be reinstated on my landline.

I exchanged several emails with IDNet's customer service department over this matter.

I was informed that IDNet were unable to even place a migration order successfully for five working days (repeated requests apparently timed out, and yet no communication of this problem was sent to me) and that this order would then take an additional 3-5 working days to complete after placement, a total of 8-10 working days for switching to be completed.

Had I been informed that the switching process was not complete after three working days as they claimed above, something might have been done to avert this situation.

I have been especially irritated by IDNet repeatedly explaining the same point about them not being able to place a migration order due to there being a cease order on my line already. There was no cease order on my line for a full week after I applied to migrate, so this argument simply does not hold water. Attempted migration orders timing out for 5 working days with no credible explanation (the cease order wasn't in place then) when the entire switching process was claimed would take 3 working days has caused me considerable inconvenience and expense.

In light of their failure to switch my service in the 3 working days claimed, and subsequent loss of landline broadband, I told them I was seeking compensation for:

£30.60 Broadband connection charge to my new supplier, incurred to due free migration now being impossible.
£20.00 Mobile broadband usage charges required for substitute connection during period without landline broadband.

---

Their response:

I am sorry to hear you have been less than satisfied with your experience of IDNet to date. I have read your complaint thoroughly and discussed the case with my colleague to get a full picture of the issue.

I accept that in the interests of keeping the customer informed, you should have received either a call or email letting you know that several times we were unable to submit the order and would continue to try for you.

That said, once the order was submitted successfully the Cease order processed by your ISP caused our order to be rejected. There was no need for the ISP to submit a cease order, when migrations are processed the service is transferred from one ISP to the other, ceases are not required.

I would strongly recommend you make a formal complaint to your ISP explaining that due to their Cease order being submitted your migration was cancelled and you are now subject to activation fees and mobile broadband fees to tide you over. At the very least they should offer to re activate the broadband service on your line and provide you with a new MAC so you can begin again.

Looking at your account I note an invoice was paid in full, i have of course arranged a full refund to you for this.

I certainly understand your frustration with this matter and sincerely apologise that we dropped the ball in keeping you informed in the first instance, however the loss of service and inconvenience was caused by the Cease order processed by your ISP and therefore any claims for compensation should be directed at them.

---

My reply:

Thanks for your reply, and your sincere apology.

I disagree that the cease order was the problem here. The only reason the cease order blocked the migration order is because IDNet failed to apply a migration order to my line for a week, when the entire process of switching was claimed to take three working days.

Be Unlimited were perfectly entitled to place a cease order on my landline as I had cancelled my account with them and given 30 days notice. They issued a MAC to allow me to migrate, but there was no guarantee for them that I would have my service migrated, so they had to stop my service if I did not.

IDNet were given more than enough time to migrate my service according to the terms stated on your site, well before any cease order was applied to the line. IDNet failed to do so, and also failed to make any communication whatsoever with the customer until it was too late.

Therefore I hold IDNet responsible for the problem and will continue to seek compensation from you.

---

Their latest response:

I am afraid that we cannot be held liable for being prevented by BT from processing your order. A Cease should not have been ordered for your line without first receiving a confirmation from us of a migration date. Indeed a Cease is never required for a Migration and unless you specifically ordered your previous ISP to Cease your line you should seek compensation from them for causing you unnecessary expense.

I repeat my colleague's apology for failing to advise you sooner that your migration order was being delayed by BT. I also ask you to accept our apologies for collecting a payment of £164.92 from your bank account this week. A refund has already been submitted to the bank and should be in your account on Wednesday 29th.

---

Checking my bank statement, I see they are offering to replace the £164.92 a week after they mistakenly took it, so they are in no rush!

I would welcome views as to how to proceed. Given that my previous ISP did nothing which was not agreed I can hardly chase them for anything.

I can continue banging my head against a brick wall with IDNet for three months, at which point I believe that I am entitled to go and bang my head against a similar brick wall with an independent industry adjudicator for a while, or I could try asking a consumer watchdog type journalist to take my case on (eg Margaret Dibben in the Observer)

I am posting this on here to see if others think I have a worthwhile case or if I should just take this on the chin.

One thing is certain, in future I won't be going on holiday and leaving a company unsupervised to do anything simple in the timeframe they say they will.

Im_A_Mouse_In_Need

Should also say that during my email exchange with IDNet customer service, I offered to still give them my business if they were willing to waive their new broadband connection fee (£47+vat) in light of the problem which had arisen.

But they were insistent that I had to pay this in full, didn't offer a penny discount at any point so I was forced to shop around for an ISP which charged a more acceptable connection fee (this was Newnet, who charge £26+vat)

deklan99

There's nothing Idnet or indeed any ISP could have done if you'd already asked your existing broadband service to be ceased. If BT's system says there's a cease order in place then that's that.

Im_A_Mouse_In_Need

I think you've misunderstood - I gave notice to Be, which meant migration was still possible for 30 days and only after that time the service would stop (they would only apply for a cease order if migration to another ISP had not happened by the end of the notice period)

During this time I applied to migrate to IDNet, who failed to use the MAC to place a migration order when asked, and eventually Be placed a cease order.

I gave notice to Be as they emailed saying they would continue charging me for broadband service even after I migrated unless I cancelled the account with them.

But any ISP could have migrated me in this notice period, I have contacted BT and there was no cease order placed on the line until right at the end of the 30 days - miles after IDNet should have placed their migration order as instructed.

deklan99

If you're migrating there should be no mention of ceasing your connection at all hence confusion. You get a MAC, pass on to new ISP, get confirmation that order accepted then confirm with old ISP that your "account" will be cancelled.
Absolutely no need for BE to issue a cease order at any time, that's not part of the migration process "My previous ISP (Be Unlimited) was to place a cease order on my landline on 14th September".
As a matter of interest which part of BT did you contact regarding the cease order?

Im_A_Mouse_In_Need

I just called BT on 150 and then got put through to the relevant department, they said they were accessing the BT Wholesale system to check broadband status on the line.

In hindsight I can see that it would have been less messy to get the migration done first and then cancel with Be - however this would have meant giving Be their 30 days notice after I had stopped using them, and having to pay for broadband twice for that month. Surely that's not what moneysavingexpert is about?

But your point is still valid, it would have given IDNet however much time they needed to bungle the migration, and not in the three working days which they claimed they would switch my service in.

I did actually allow for them to botch it a bit by giving them a week, but I have to admit I didn't expect them to take as long as they did in the end, their reputation is supposed to be alright.

deklan99

If the cease order has been requested it doesn't cease the service at once, it takes days to get to Openreach. During that time the gaining ISP will see that on their system but can do nothing until it actually ceases.
Idnet just pump your details + MAC into the BT ordering system. If it say "yes" it gives a date for the migration, if it say "no" it gives a reason. Even if Idnet did delay your order the fact that Be put a cease into the system screwed things up for you.

Im_A_Mouse_In_Need

deklan99 wrote: »

If the cease order has been requested it doesn't cease the service at once, it takes days to get to Openreach. During that time the gaining ISP will see that on their system but can do nothing until it actually ceases.

Yes, that is spot on - the cease order was actually placed with BT (or Openreach) on 14th Sept, and was only actioned on 20th Sept. I asked IDNet to migrate me on the 8th Sept, when the line was blissfully clear of any cease order.

deklan99 wrote: »

Idnet just pump your details + MAC into the BT ordering system. If it say "yes" it gives a date for the migration, if it say "no" it gives a reason. Even if Idnet did delay your order the fact that Be put a cease into the system screwed things up for you.

Again, spot on. But sadly IDNet spent an entire week doing a grand total of nothing before "just pumping my details and MAC into the BT ordering system"

Given that a migration order is not actioned for a few days once BT have it, you might look at their claim to switch your service in three working days* and expect that they must put their migration orders into the BT system very shortly after you ask them to migrate you?

Apparently not.

[*Just to be clear - they didn't say they would take three working days to "pump my details into the BT ordering system" - they said the entire process of switching my broadband would take "three working days, with no downtime"]

Im_A_Mouse_In_Need

Have spoken to Ofcom, who were very helpful.

They don't take on individual complaints (understandable) but they still logged my comments about IDNet's failure to switch my service in three working days when there was no cease order in place.

I will persevere with contacting IDNet directly to try to reach a resolution, if nothing comes of that we are in deadlock and I take my case to Otelo (Ombudsman) as suggested by Ofcom.