This guide explains the process of migrating a fibre line to Atomic if there is currently an active service on the line. See the bottom section for edge cases, like moving into a new place and not knowing who has an active service on the line.
🎟️ If the fibre line is currently under your control #
The standard process is to cancel the service with your current ISP and ask for the last day of the contract, then place an order with Atomic to switch over on that day.
Downtime will usually be under 5 minutes. You may need to configure your router to use DHCP or enter new PPPoE login details in the router admin interface. We can also ship you a new pre-configured router if you want to keep downtime to the absolute minimum.
🚑 Urgent Migrations #
If your migration is urgent and you are willing to accept the extra cost (overlap in service billing periods from two ISPs), some fibre networks allow us to speed up a migration:
- 🐙 Octotel → We can initiate the migration. A transfer can usually happen within 72 hours on business days, but the current ISP can delay the process if, for example, there is an outstanding payment. Absolute best case is 24 hours on a business day.
- 🐸 Frogfoot → We can contact our service delivery manager to try to speed up the migration. Frogfoot will then get in touch with the current ISP and ask them to do an early line release. Please make sure there are no outstanding payments.
- 🐰 Vumatel → If you get your current ISP to release the line early, we can place an order to reconnect the line as soon as it’s available. This process can usually happen within 72 hours on business days. There is a bit of risk of downtime in this process, while the line is available and we have the reconnect order pending.
- 🦎 Openserve → We have to wait for the current ISP to release the line – no early release option, but we can order an extra service (line) on the 2nd Ethernet port of the fibre ONT.
⚠️ If the fibre line is NOT currently under your control #
🗣️ If you know who is in control of the line, you can ask them to follow the standard cancellation process with their current ISP, for example, when you know the previous tenant or landlord. If you need an urgent migration, see the ‘Urgent Migrations’ section above.
🔎 If you do not know who is in control of the line, we need to submit a Proof of Address (POA) to the fibre network. A signed rental contract cover page works best. This usually takes 72 hours on business days.
💡 Extra notes #
- The fibre network portals give us limited status information about a line. Usually, we can only see if a line is active with another ISP, but we will not know which ISP.
- To see the status of a line, we need an accurate street address.
- If we can’t find the line with a street address, we’ll need the ONT/CPE serial number.
- In some cases, we’ll need you to pull the ONT off the wall to find the serial number.
