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Please note this applies to the Southwestern Bell Region Only!!!

I have no idea what procedures are taken in other Bell regions..

Moving your DSL:

This can be as simple as moving from one apartment to the one next door or moving across town... Either way heres what happens in general..

Customer calls in to place an order to move service.. you may have heard this referred to as F/T... You speak to a telephone company representative to do this..

Please note here that regardless of how many times this rep tells you she/he can handle the transfer of your DSL service.. She/He cannot and request at the end of the call to be transferred to the EPC (Emerging Products Center)

Once you have spoken to an EPC rep they will assure you they can handle the transfer of service from one location to another... (This is for the most part a true statement)

Basically here are the steps that take place during the transfer that the customer doesn't actually see.. but will feel when service is delayed...

From order is completed on say 8-11 to disconnect telephone service at your old location.. This generates a report of telephone service disconnections to ASI... ASI sees there is no actual dial tone at this address and issues a disconnection order for your DSL..Note I said ASI has to disconnect your DSL and not Telco... A standard disconnection order takes 3 business days to complete..

Now the To order to connect your telephone service may have been scheduled for the same day 8-11.. what does this mean for your DSL??? Nothing... At this point you are waiting for that disconnect order to post to the system (3 days remember?) So 3 days go by and the EPC person you talked to probably a week ago by now.. is following up on your account.. 3 days later she sees the disconnect complete and puts in a brand new order for your DSL service at this new address.. What does this now mean?? 5 business days to reconnect... UGG what happened to what that telephone company rep told you about 1 week downtime?? (yes they say that all the time)

Why does this happen.. or better yet why does this take so darn long.. why can't SBC just flip a switch??? Because we are all separate entities of SBC.. and alot of reps don't understand it so they cannot explain it...

ASI cannot see your telephone records.. they don't know how much your bill is or who is listed on your account or if you have Caller ID...

The telephone company on the other had has no idea just by looking at your phone company records.. what speed tier you are on for DSL.. or why it doesn't work..

So the EPC acts as the middle man.. Basically records must establish themselves in order to send them to ASI and that takes a day or two.. So when everyone follows up in a timely manner and orders flow thru a customer can have DSL back up and running in less than 2 weeks.. This of course is in a perfect process.. On the other hand if someone at the EPC isn't following your account or for various other reasons..outages can be much longer when moving..

Oh and by the way... Does it help if you change your telephone number when you move??? Well sometimes.. If you are one of the customers who decides to have dual service.. meaning disconnecting your phone on 8-15 but connecting at the new location on 8-11 then yes definitely.. but thats a whole 'nother book all together..

Thanks "Only Me"

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