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DSL moves

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This page deals with moving your existing NCF DSL from one location to another, such as you would do when moving homes but staying within the national capital region.

Moving (changing the location of) your DSL service

NCF's mission is to serve residents of the national capital region, which for simplicity, is defined as the 613 and 819 area codes. If you are moving your home location within the 613 and 819 area codes, NCF can help you make the move. If you are moving to outside NCF's region, NCF may be able to help but cannot guarantee DSL there, so you may need to make arrangements for internet service with another provider at your new location - feel free to check with the office.

The copper wires ('phone line') to your premise are provided and owned by Bell. DSL service on those wires is provided by NCF. Voice service, if present, on those wires is provided by Bell or other voice service provider.

Step one: Pick a date for your move

Bell requires at least five (5) business days advance notice, so pick your date at least that far in advance. Bell can make voice line changes on any day, but activates 'dry loop' orders only on weekdays or Saturdays. Note that for many activations (dry loop, VDSL), Bell requires that someone be at home and provides the option of morning (8 am and noon), afternoon (noon to 5 pm) or evening (5 to 8 pm) to receive a technician. Should the Bell technician's visit be missed, NCF will need to request another activation date, delaying the DSL activation by at least a few business days.

Step two: Arrange the voice service move (if required)

If you have a voice service on the phone line, you will need to set a move date for that with your current provider.

If Bell provides your voice service, call them, by dialling 310-Bell (310-2355) and make arrangements for a new phone activation at your new location. Confirm with them the date the new phone line will be activated, we will need that information below.

If voice service comes from a non-Bell provider, contact them to make the move arrangements. You will need to tell us:

  • who that provider is
  • AND
  • what the new Circuit ID is (something like LCLXXU564426000BLCA000)

Step three: Handling dry line moves

If your Internet service is on a dry line or you are moving to a dry line, you're almost done. Just provide the information listed below to us and we'll take it from there.

Step four: What we need to know about your move

The best way to provide this information to the NCF office is to use an Office Message. Go to the Office Message page, select 'DSL Move', and provide the information. You'll receive confirmation by email and Office Message. Otherwise, you can contact the NCF office by phone at (613) 721-1773.

As listed on the Office Message page, we need the following information to make your move:

  • The full address including the postal code of your new location
  • Your new phone number (even if you are keeping the same number). Note that NCF serves mainly the 613 or 819 area codes.
  • If a voice service move is part of this:
    • The name on the bill for the phone line (the name to which the line is registered) at the new location.
    • The date that Bell or a third-party provider will be activating the phone line at the new location (see step two above)
  • The date you want DSL service to start at your new location (it must be same as or later than phone line activation date above)
  • The date you want DSL service to end at your current location (it must be same as or earlier than DSL start date above)

It is best and most common to have your DSL service start at your new location on the same day as the phone line is activated and to have your DSL service end at the old location also on that day. If you do not do that, Bell will sometimes require a five day interval between phone line activation and DSL start, so either do the DSL move on the same day as the phone line activation, or more than five days after the phone line activation.

What can go wrong with moves

Generally moves go as expected, but sometimes there are surprises, including:

  • If there is an attempt to start DSL but the phone line is not yet active, the DSL activation order will fail and it will take at least five days to try again. This problem is reduced by planning ahead.
  • Sometimes during the process of starting DSL on the new line, Bell discovers that service cannot be supplied to the new location due to their own network limitations. They don't tell us until the day of the attempted activation. We don't know anything that can be done to eliminate this problem.
  • Mistakes in the new address and new phone number can delay establishing service.

Charges

Moving an account uses staff effort and there are Bell charges which NCF needs to pass on to you within our non-profit, cost-recovery approach.

Charges for moves are found in NCF DSL Rates, listed as the Service Installation/Upgrade Fee.

NCF charge for partial months of service. Thus if you move during your service month, the new service may begin independent of your current month.