topic Re: Home move confusion in Broadband

Home move confusion

GarethOC1995 — Wed, 01 Jun 2022 17:45:54 GMT

Hi there!

I'm moving home in just under a month and was when chatting to an agent, after giving him my new address he came back with the following error:

"Global Error - This site is impacted by a copper Stop Sell restriction . This means that we are unable to offer fibre to the cabinet packages or MPF packages so i will have to transfer you to the department that will assist to place in a new home move order for you ."

I was wondering what this meant? He did pass me through to someone else on chat who arranged for an engineer to come out on Friday to my new house, but I haven't received confirmation of this yet and the appointment isn't showing on My Account.

All I wanted to know was what this error means? And if someone could confirm if the appointment was booked successfully as my new house is quite far away and I don't want to waste a journey.

Thanks - Gareth

Re: Home move confusion

ferguson — Wed, 01 Jun 2022 17:58:10 GMT

It means they are unable to move you to an ADSL/FTTC service as Openreach are no longer providing it. Did they offer an FTTP service as an alternative, because that would appear to be the only thing available?

Re: Home move confusion

GarethOC1995 — Wed, 01 Jun 2022 18:01:43 GMT

Thanks for reply, Ferguson.

No, they just offered an engineer appointment for Friday to survey the house. Should I get back in touch with them about it?

Thanks, Daniel

Re: Home move confusion

ferguson — Wed, 01 Jun 2022 18:02:32 GMT

I would. But I hope my explanation has helped!

Re: Home move confusion

GarethOC1995 — Wed, 01 Jun 2022 18:05:19 GMT

Thanks Ferguson, yes that explanation was a lot better than theirs. Thank you 🙂

Re: Home move confusion

ferguson — Wed, 01 Jun 2022 18:09:31 GMT

OK, keep us posted, if you need any further help you know where to come. 🙂

Re: Home move confusion

GarethOC1995 — Wed, 01 Jun 2022 19:20:14 GMT

I've just been told that sadly, they don't yet offer full fibre at my new address which means I'm going to need a new ISP😪. Ive had a few bumps with Talktalk but nothing that wasn't sorted out relatively quickly. Genuinely sad I'm going to have to leave after 2 and a half years.

Thanks for all the support everyone. The staff and community on the forum have been amazing.

Re: Home move confusion

martswain — Wed, 01 Jun 2022 19:56:18 GMT

If there is a Stop Sell on all copper at the address that will likely preclude any ISP providing ADSL/FTTC as they all use the Openreach network.

You'll have to hope the someone does provide full FTTP in the area .

Have you tried the comparison websites such as Uswitch ?

Re: Home move confusion

GarethOC1995 — Wed, 01 Jun 2022 20:03:16 GMT

Hi, Martswain!

Yes, I've already arranged for a new ISP offering FTTP. BT offer full fibre at my new address, apparently they're the only ones in Northern Ireland that do. I don't much fancy BT, but what can I do sadly 😐.