Is Primus telling the truth?

money_saving_matt

Whether you pay the full installation charge depends on the state of the existing line in your new house. The presence of a line box does not mean you'll get a free connection, as the line behind the line box could have been physically disconnected from the exchange equipment.

Essentially when a customer wants to cease their service the communication provider in question (e.g. BT Retail, Plusnet, TalkTalk etc.) will submit a cease order to Openreach, who will carry out a software-only cease on the line, turning the working line into what is known as a "stopped" line. At this point the copper line will still be connected to all the exchange equipment. At some point in the future, usually depending on the size/capacity of the exchange and the turnaround of new connections, the frames within the exchange will be reclaimed, turning the stopped line into a ceased line. At this point the line box will still exist at site and the routing all the way to the exchange, but it will not be connected to the exchange equipment.

When it comes to "restarting" the line box in your house, if it is a stopped line it can be restarted by your provider for a small fee (£3.29, although most providers do not pass this charge on).

If your line is in the ceased status, Openreach will have to carry out exchange work to reconnect it, and this is why it attracts a charge (£50.44, although most providers put a mark-up on, BT Retail especially so at £130!).

What is important to note is that the wholesale installation fee of £50.44 is a "standardised" price, meaning everyone pays the same price (as long as construction work e.g. poles/ducting is not required). Consequently the consumer pays the same price to their CP irrespective of whether an engineer had to attend site to install a new line box or whether all they had to do was visit the exchange and re-jumper a ceased line.

I have simplified the process a bit as the presence of stopped MPF lines can affect the "restart" process, but you get the general point.

diamonds

matt_b wrote: »

If your line is in the ceased status, Openreach will have to carry out exchange work to reconnect it, and this is why it attracts a charge (£50.44, although most providers put a mark-up on, BT Retail especially so at £130!).

What is important to note is that the wholesale installation fee of £50.44 is a "standardised" price, meaning everyone pays the same price (as long as construction work e.g. poles/ducting is not required). Consequently the consumer pays the same price to their CP irrespective of whether an engineer had to attend site to install a new line box or whether all they had to do was visit the exchange and re-jumper a ceased line.

I have simplified the process a bit as the presence of stopped MPF lines can affect the "restart" process, but you get the general point.

Again Ofcom allow BT profit & no doubt on a charge Ofcom set.....horrendous, add to that line rental is set by Ofcom and we all pay almost double with most providers :rollseyes:

bendipa

matt_b wrote: »

When it comes to "restarting" the line box in your house, if it is a stopped line it can be restarted by your provider for a small fee (£3.29, although most providers do not pass this charge on).

If your line is in the ceased status, Openreach will have to carry out exchange work to reconnect it, and this is why it attracts a charge (£50.44, although most providers put a mark-up on, BT Retail especially so at £130!)..

Good explanation. However it does lend itself to the probability that Primus are lying when they advertise a reconnected line as being 'free' when it blatantly may not be the case. Reading the small print they do mention this, but the whole general look of their highlighted 'free connection' page is misleading to say the least. I wonder if Trading Standards may have a thing or two say about that.

diamonds

No reply from email confirming complaint details on 7/12 yet.

diamonds

bendipa wrote: »

I wonder if Trading Standards may have a thing or two say about that.

Let us know what they say