Telkom - moving line

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vic777

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I'm moving house at the beginning of August. I've asked Telkom to move the line. There are lots of posts about timing of the request, etc. but the Telkom call centre told me something that doesn't sound right.

I was told that on the day that I scheduled the line move, I must meet the technicians at the old premises since they need to physically remove hardware to install at the new premises.

Doesn't make sense, I thought they just install a line at the new premises - surely they don't reuse hardware?

Thanks in advance, I tried clearing this up with Telkom but each consultant gives me a different and conflicting answer
 
vic777 said:
I'm moving house at the beginning of August. I've asked Telkom to move the line. There are lots of posts about timing of the request, etc. but the Telkom call centre told me something that doesn't sound right.

I was told that on the day that I scheduled the line move, I must meet the technicians at the old premises since they need to physically remove hardware to install at the new premises.

Doesn't make sense, I thought they just install a line at the new premises - surely they don't reuse hardware?

Thanks in advance, I tried clearing this up with Telkom but each consultant gives me a different and conflicting answer
Click to expand...

remove hardware to install at the new premises.
Click to expand...
:wtf: - this is the 1st i hear about this, and have done the move thing twice.

You call them, tell them the date that you want the service moved...If all goes well, on said date technician comes and installs, service at old locale goes offline, and goes active at your new place. When you call to set date for service move, they will check if you new location has the necessary network infrastructure , if not...a request will be logged for the necessary to be done at network level ..my last move, had to wait about 2 months, as there was an infrastructure issue.
 
yebocan said:
:wtf: - this is the 1st i hear about this, and have done the move thing twice.

You call them, tell them the date that you want the service moved...If all goes well, on said date technician comes and installs, service at old locale goes offline, and goes active at your new place. When you call to set date for service move, they will check if you new location has the necessary network infrastructure , if not...a request will be logged for the necessary to be done at network level ..my last move, had to wait about 2 months, as there was an infrastructure issue.
Click to expand...

Theoretically yes... Reality is that as soon as you log the request via web or call centre the technicians team immediately puts into process the new line order. There after you will get harassed by meeting requests at the new address albeit you log numerous calls explaining that you only get access to the new place weeks later and then you escalate and escalate the escalation..

Log the job no more than 2 weeks prior and hope they have ports because this means lesser whining about dates and technicians/contractors who can't seem to read ticket details on their job card/order. There are two important dates.. install date, date of cutover.. these aren't exactly the same but yah shouldn't matter (one is where they enable/install line, the other is billing start and turn off date).
 
What does it cost to move a line.

Maybe, they want to move your router and those line "pods" stuff.
 
vic777 said:
I'm moving house at the beginning of August. I've asked Telkom to move the line. There are lots of posts about timing of the request, etc. but the Telkom call centre told me something that doesn't sound right.

I was told that on the day that I scheduled the line move, I must meet the technicians at the old premises since they need to physically remove hardware to install at the new premises.

Doesn't make sense, I thought they just install a line at the new premises - surely they don't reuse hardware?

Thanks in advance, I tried clearing this up with Telkom but each consultant gives me a different and conflicting answer
Click to expand...

Did Telkom supply router with a 24 month contract and you still within the 24 month period?
 
vic777 said:
I'm moving house at the beginning of August. I've asked Telkom to move the line. There are lots of posts about timing of the request, etc. but the Telkom call centre told me something that doesn't sound right.

I was told that on the day that I scheduled the line move, I must meet the technicians at the old premises since they need to physically remove hardware to install at the new premises.

Doesn't make sense, I thought they just install a line at the new premises - surely they don't reuse hardware?

Thanks in advance, I tried clearing this up with Telkom but each consultant gives me a different and conflicting answer
Click to expand...

What sort of a line are we talking about?, what Telkom people are saying may be true in the case of a business line where equipment like PABX etc needs to be moved if they are supplied by Telkom, other than that if it's a simple adsl modem, you just pack it with your stuff and off you go to your new place, simple as that.
 
yebocan said:
:wtf: - this is the 1st i hear about this, and have done the move thing twice.

You call them, tell them the date that you want the service moved...If all goes well, on said date technician comes and installs, service at old locale goes offline, and goes active at your new place. When you call to set date for service move, they will check if you new location has the necessary network infrastructure , if not...a request will be logged for the necessary to be done at network level ..my last move, had to wait about 2 months, as there was an infrastructure issue.
Click to expand...

Thanks... this makes the most sense to me
 
thechamp said:
What sort of a line are we talking about?, what Telkom people are saying may be true in the case of a business line where equipment like PABX etc needs to be moved if they are supplied by Telkom, other than that if it's a simple adsl modem, you just pack it with your stuff and off you go to your new place, simple as that.
Click to expand...

Normal phone line + DSL, which I've requested Afrihost to migrate back to Telkom
 
A line move is simple. They will ask when to terminate service at the old premises and when to install at the new place.

The terminate date happens midnight and then your account gets placed on hold where they do not bill you. Now callcentre will phone you to make appointment to install at the new property.

Tech comes and connects router test and give your new phone number if you moved to another suburb or area.

If there is no ports available you go on the waiting list. If there is no cable available the tech will come out and then just look and say okay get pvc and he will log a request for cable to come and install a new line. When cable is done the callcentre will call for a new appointment for tech to come and install. Tech comes and install.

Once install is done Telkom Tech will complete the "new install" and a callcentre person will call to confirm the install is done and working fine. Once they do that 3 days later the order will be completed.

The move is free and you get a free cordless phone for moving your line worth R295 which is pretty nice from Telkom.

Make sure if you wish to change and part of the serivice you do mention to them when you request the move or you would have to wait for a while after the install for the order to complete on the system before you can make any changes to your account. :)
 
cavedog said:
A line move is simple. They will ask when to terminate service at the old premises and when to install at the new place.

The terminate date happens midnight and then your account gets placed on hold where they do not bill you. Now callcentre will phone you to make appointment to install at the new property.

Tech comes and connects router test and give your new phone number if you moved to another suburb or area.

If there is no ports available you go on the waiting list. If there is no cable available the tech will come out and then just look and say okay get pvc and he will log a request for cable to come and install a new line. When cable is done the callcentre will call for a new appointment for tech to come and install. Tech comes and install.

Once install is done Telkom Tech will complete the "new install" and a callcentre person will call to confirm the install is done and working fine. Once they do that 3 days later the order will be completed.

The move is free and you get a free cordless phone for moving your line worth R295 which is pretty nice from Telkom.

Make sure if you wish to change and part of the serivice you do mention to them when you request the move or you would have to wait for a while after the install for the order to complete on the system before you can make any changes to your account. :)
Click to expand...

Thanks for your detailed answer and everyone else who took the time to post. This clears is up 100%.
 
Hi there,
Sorry to bring up this old thread, but I need help
I am moving to a new location on/around the 01 March 2019 and what to know the exact procedures to move my existing telephone line/number & most important my 40mbit VDSL internet service as well,
Any help is highly appreciated,

Thanking you in advance,
Cheers
D
 
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