Migration from ISP to ISP on Vumatel

[SHANRSA]

My recent migration was painful and I thought it would be prudent to explore the pitfalls of migration and discuss the process with a view to ease the pain and expectations of future member's migrations. I was also hoping that other member's experiences will add to this thread so we can ultimately manage a smoother process.

There seems to be a lot of angst and frustration from what I read of other member's experiences and I think we can safely assume a migration will involve unknown periods of no connection between your cancellation and new activation so I will highly recommend that a migratee ( coined a new word referencing the poor sod on a migratory path on Vumatel) to have some contingency in place if your service is mission critical with work from home situations. My experience is on Vuma trenched on a GPON network configuration using PPPOE login credentials so may not apply to an active ethernet migration. Someone else can chime in.

1) A standard calendar month's notice will always apply although you can also apply for an immediate release but bear in mind you will still bear the cost of the month.

2) You may also be liable for cancellation clawbacks for installation/setup fees and or router courier costs and the like so budget for this.

3) Initiate your cancellation timeously with your existing ISP and insist on getting a cancellation reference number. Generally an SMS or email is sent to you once a cancellation is initiated but this is not in all cases. Sometimes Vumatel has issues with their front-end or back-end systems and then a manual release is requested and you may not be alerted or have a reference number.
An example is as below.

VT-171019-123456 (Your ISP can provide this reference)
Or 20XXX017-123456789 (Your ISP can provide this reference)

4) My suggestion is always to take a picture of the back of your CPE/ONT which reflects the serial number and FSAN number which is used as a network identifier on Vumatel's system. If your ONT/CPE is also changed for any reason I think it will be prudent to have a picture record of the device should you need to reference it at a later stage.

5) Your new ISP will also apply for a circuit release to Vumatel and I would ask that you also request that reference.
An example is as below.

Circuit release order for CXNK0043XXXX created.
Order reference: VC-011222-XXX439.

6) Once your new ISP places an order with Vumatel, a technician may arrive to deprovision your existing line and swap out your ONT. I am not sure whether this happens in all cases.

7) Sometimes your line can be deprovisioned while your existing ISP has not released your line/address and then you will sit in limbo with no service. This is the dreaded problem and seems to be the major bugbear when your existing ISP does not release your line. There is nothing that your new ISP can do until the line is released and deprovisioned and then reactivated and handed to your new ISP.

8) I would imagine a perfect scenarion will be when your existing ISP releases your line on a designated date. Vumatel deprovisions your line and reprovisions your new ONT and alerts your new ISP. Your new ISP processes and activates your new service and you are all done in matter of hours.

This is the dream and maybe we can aim for that as a best case scenario but for now it is the wild west out there and you may be sitting without service for days and god forbid even weeks. Good luck and may you be a happy migratee who lays down on a bed of roses.

 

[PBCool]

So to comment on this, typically speaking when you signup with an ISP familiarise your terms with said package. Lots of ISPs simply have an "I agree to the terms and conditions" which then mentions clawbacks and all sorts.

The migration process is as mentioned ISP A can release the line early but then Vumatel will still bill that ISP as they require a calendars month notice, hence typically having to pay for early release.

Vumatel started with a platform called Venturanext for their active ethernet and then built their own platform for their aerial called AEx.

They then built another layer to interface both platforms as a "single plane of glass" idea.

So what can happen with a migration is ISP A logs the release, gets confirmation, but then there is a systems issue in the background. ISP B can't then claim said line but ISP A has done their part.

ISP B then has to get this information via its customer and escalate to Vumatel for resolve.

There have been far fewer of these cases of late but they still crop up.

 

[STORMERSFAN]

My recent migration was painful and I thought it would be prudent to explore the pitfalls of migration and discuss the process with a view to ease the pain and expectations of future member's migrations. I was also hoping that other member's experiences will add to this thread so we can ultimately manage a smoother process.

There seems to be a lot of angst and frustration from what I read of other member's experiences and I think we can safely assume a migration will involve unknown periods of no connection between your cancellation and new activation so I will highly recommend that a migratee ( coined a new word referencing the poor sod on a migratory path on Vumatel) to have some contingency in place if your service is mission critical with work from home situations. My experience is on Vuma trenched on a GPON network configuration using PPPOE login credentials so may not apply to an active ethernet migration. Someone else can chime in.

1) A standard calendar month's notice will always apply although you can also apply for an immediate release but bear in mind you will still bear the cost of the month.

2) You may also be liable for cancellation clawbacks for installation/setup fees and or router courier costs and the like so budget for this.

3) Initiate your cancellation timeously with your existing ISP and insist on getting a cancellation reference number. Generally an SMS or email is sent to you once a cancellation is initiated but this is not in all cases. Sometimes Vumatel has issues with their front-end or back-end systems and then a manual release is requested and you may not be alerted or have a reference number.
An example is as below.

VT-171019-123456 (Your ISP can provide this reference)
Or 20XXX017-123456789 (Your ISP can provide this reference)

4) My suggestion is always to take a picture of the back of your CPE/ONT which reflects the serial number and FSAN number which is used as a network identifier on Vumatel's system. If your ONT/CPE is also changed for any reason I think it will be prudent to have a picture record of the device should you need to reference it at a later stage.

5) Your new ISP will also apply for a circuit release to Vumatel and I would ask that you also request that reference.
An example is as below.

Circuit release order for CXNK0043XXXX created.
Order reference: VC-011222-XXX439.

6) Once your new ISP places an order with Vumatel, a technician may arrive to deprovision your existing line and swap out your ONT. I am not sure whether this happens in all cases.

7) Sometimes your line can be deprovisioned while your exisiting ISP has not released your line/address and then you will sit in limbo with no service. This is the dreaded problem and seems to be the major bugbear when your existing ISP does not release your line. There is nothing that your new ISP can do until the line is released and deprovisioned and then reactivated and handed to your new ISP.

8) I would imagine a perfect scenarion will be when your existing ISP releases your line on a designated date. Vumatel deprovisions your line and reprovisions your new ONT and alerts your new ISP. Your new ISP processes and activates your new service and you are all done in matter of hours.

This is the dream and maybe we can aim for that as a best case scenario but for now it is the wild west out there and you may be sitting without service for days and god forbid even weeks. Good luck and may you be a happy migratee who lays down on a bed of roses.

When us the best time to sign up with the new isp if you are in your notice month with your current isp(a modem also needs to be delivered)thanks

 

[SHANRSA]

When us the best time to sign up with the new isp if you are in your notice month with your current isp(a modem also needs to be delivered)thanks

I would imagine at least two weeks before cancellation day.

 

[PBCool]

When us the best time to sign up with the new isp if you are in your notice month with your current isp(a modem also needs to be delivered)thanks

You can signup whenever, the new ISP should only start billing once the service is live. The sooner the signup the more time they have to prep stuff or send stuff out.