If I want to change from old Internet Service Provider (ISP) to new ISP, where should I go to first? Old first or new first?

Let me explain my scenario. I am now using Maxis Fibre. No more contract liao. I want to switch to Celcom Fibre. I registered my interest with Celcom, and they called me back. They told me that I should go to Maxis and get a Transfer Request from them. OK so I went to the nearest Maxis Centre today, queued up like one freaking hour! Then the guy at Maxis told me that I should get the Service request from Celcom first! WTF! I wasted 2 hours of my time for nothing?

So now they are kicking me around like a ball, neither one willing to accept me. So how now? Which one should I go to first? And how to convince them? Is there are rule in MCMC or something about who should trigger who first?

This post has been edited by jackyyong: Mar 10 2021, 05:50 PM

Not sure about ISP but for phone line, normally you need to clear your bill first.

Check the reference here. Its umobile, but I guess it applies to other provider too.
https://www.u.com.my/support/selfhelp/faqs/78/2937

This post has been edited by WongGei: Mar 10 2021, 05:35 PM

1st time i see IP as ISP, IP most use as Internet protocol
ISP Internet Service Provider

I don’t quite understand.

If your Maxis Home Fibre contract has expired, it’s end of story. Just go to any other service provider and tell them you are interested in signing up with them. Period. And then they just do what they do with new customers. Isn’t that the case? Am I missing something?

Port in/out will reduce the down time. Means he haven't disconnect yet. Contract expired but he is still using and pay monthly.

Unfortunately it's not that easy. If it was that easy, I wouldn't be taken on a merry-go-round like this. I have a feeling Maxis is trying to slow down the process of porting out

Hehe just realized my mistake. I have changed it to ISP. Thanks for pointing that out

I have done a lot of MNP for phone lines, so I'm quite familiar. We should trigger the new telco first, then the new Telco will talk to the old Telco. We only need to provide our confirmation either via SMS or email. But this is ISP, not sure if anybody has done before

This post has been edited by jackyyong: Mar 10 2021, 05:55 PM

Fine. But my comments should still stand.

Just go to a selected service provider, tell them you are interested in signing up for their services and then they should set things in motion. Then once arranged, terminate Maxis. Of course there would be time lapses in getting things sorted out eventually. Or terminate first and be inconvenienced for the period before the new service provider installs the line.

What I don’t comprehend is why must there be any other procedures to adopt involving both old and new providers?

This post has been edited by PeeEl: Mar 10 2021, 05:57 PM

Wait, we are talking about Maxis Home Fibre, right? If we are talking about MNP’ing a phone line, it’s different.

That's what I thought also. I have done countless MNP for mobile phone lines before. We only need to talk to the new Telco only. But seems for ISP is different. I need to go to Maxis (old ISP) myself as well, according to Celcom

This post has been edited by jackyyong: Mar 10 2021, 05:58 PM

Yes Maxis Fibre, not phone line.

Just call Maxis that you want to terminate your fibre broadband. They maybe will ask you to go back to their centre. When they ask why want to terminate, say that you don't need the fibre broadband anymore or come out with excuse that not connected to any other ISP. Don't forget to bring all the stuff that Maxis provided before, like router/modem/phone.

After that sign up with celcom fibre la...

I might be wrong but common sense dictates that once a contract for a certain service is over, the customer has an option to carry on using it, of course without any contract, or terminate the services. With that said, as stated by me earlier, just approach another service provider of your choice to sign up a new plan. Meanwhile, tell Maxis you want to terminate the Home Fibre because there is no contract binding you anymore. Or once the new internet is installed, terminate Maxis then.

I don't want to terminate my Maxis line, and then re-apply for a new Fibre, if that makes sense to you. If I terminate, there is a chance the port will be taken up by someone else in my taman who has been waiting to install fibre.

Same thing with your phone line right? You don't go and terminate your current phone line before going to a new Telco and sign up for a new plan? You do a switch. I know it's do-able because I switched from Unifi to Maxis before, and it was very seamless. I dunno why this time Maxshit give me all this crap

Anyway I just sent a mail to MCMC, see what they say

This post has been edited by jackyyong: Mar 10 2021, 06:18 PM

That is not possible because there can be only one fibre line to my house, so I cannot have a new Fibre line installed while at the same time have the old Fibre. Unifi does not allow that. That port belongs to Unifi

Why you're making it so hard with all the confusion?

Your Maxis Fibre contract is already ended, so just head to Celcom's service centre to signup your new fibre line with a remark that you're transferring from other operator with existing fibre ISP.

They'll arrange a date for your new router to be installed at your existing location and issue you a receipt/acknowledgement with the specified date with purpose. This receipt has a reference number.

Make a photostate copy of it and head over to Maxis centre to request transfer of your line to Celcom and your account terminaiton with them. They'll want to see the Celcom installation letter so keep a copy with you just in case.

They'll not terminate your line immediately and will also arrange a date for them to cut of your existing Maxis account close to the day Celcom comes to install their new router at your place.

This post has been edited by Candy12: Mar 10 2021, 06:32 PM

Have you done a similar thing before? Is this how you know it is as? Because this is not what I encountered. Celcom asked me to go to Maxis first to get a Transfer Request first.

The Celcom customer rep is making you beat round the bush. He hope the next time you will get another of his colleague to do the tedious work and buy time.

Just like some bank staffs out there. Tell you must go back original branch where you opened your account which he/she can actually do it.

To shake him/her up always ask for her name, say you'll always refer back to that person in future so he/she will not drag it.

Maxis cannot do anything until they see the letter/transfer request form from the new ISP you're transfering to to initiate your account termination.Your contract is already ended so you're free to apply anywhere else and terminate your existing Maxis line.

Hahaha maybe you're right. That Celcom fella did sound very inexperienced. She more like pushing sales rather than actually helping. Maybe I'll go to another staff / another branch. Thanks for your most helpful feedback so far

I mean think carefully, how are you going to ask your existing ISP(Maxis) to terminate your account when you don't show cause letter from a new ISP intending to take over your line?

Of course you register with Celcom first ask them to provide acknowledgement receipt to replace your current ISP then only you go to Maxis to show it as a reason(transfer) to terminate your existing account with Maxis. They'll need to follow the suggested date from Celcom installation to end your account so you won't be left without internet in between.