O2 - moving house - advice needed

brightondude97

Hi there,

I'm currently in a contract with O2 for phone and broadband. I've got no complaints about them as a company, but I've hit a snag. I'm moving house at the end of the month and it's going to take approx 20 working days for everything to be online again, so I won't have phone or internet at my new place for nearly a month. On top of this, I've got to pay a £45 engineering fee as the phone line isn't a simple BT line but perhaps talk talk or orange.

Am I entitled to a refund of a month's worth of service charges? It's a pain in the bum that I won't have the service for that length of time when I move in!

Any advice would be gratefully received!

brightondude97

Anyone? Anyone?

macman

If I understand correctly, you are choosing to migrate your service to a property with an LLU'd line, while you are still in contract with O2?
That's not any failing on O2's part, it's your choice. I don't understand what you mean by an 'engineering charge'. If by that you mean that O2 are arranging to provision a new line, then 20 days is a perfectly normal timescale for Openreach to do this work.
if you don't have a line in place to receive the broadband, that is not 02's fault.

brightondude97

Thanks Macman.

The engineering charge is due because the line isn't currently a BT line. It's been adopted by someone like talk talk or orange so they need to convert it to O2.

Thanks for the info, much appreciated.

brightondude97

Just to clarify, I am moving my service with them to my new house whilst still in contract with them so I guess that the charges are fair enough if they have to convert lines etc at the new place.

macman

brightondude97 wrote: »

Thanks Macman.

The engineering charge is due because the line isn't currently a BT line. It's been adopted by someone like talk talk or orange so they need to convert it to O2.

Thanks for the info, much appreciated.

If your line is LLU'd then the charge is for provisioning a new line-it's not usually possible to go direct from one LLU supplier to another.

Mark_In_Hampshire

The £45 is cheap relative to other providers.

20 working days is about average, it was much higher recently and seems to have come down.

Regarding the fee for the period you cannot use the service - well, you're the one moving house but, that said, I wouldn't have thought it would remain chargeable.... depends on O2 policy I guess.

See if you can get a decent 3G signal on one of the mobile networks, and you could pick up a PAYG dongle for that month to tide you over.