Published on August 20, 2020

1.
When should I put in a request for a move?

Answer: Generally, 90 days in advance is sufficient.

Why: This amount of time is necessary, especially in order to:

• Verify and obtain all necessary permits and approvals, i.e. building manager and third-party approvals (where applicable) and construction permits (when needed), etc.
• Reactivate and install your services (some services may take longer than others).

Good to know: With a 90-day notice, your service provider will also have sufficient time to inform you of the other options and alternatives available at the locations you are considering (as well as their respective costs).

This could give you more information on which chosen locations can offer diversity, whether alternatives to fibre are available, and whether parallel installation is possible when you move, etc. In addition, you will be able to compare the estimated relocation costs according to the locations you are considering!

2.
To whom should I send my request for a move?

Answer: For any fibre optics service, your request should be sent to your account manager. For other services, call your provider’s support team.

3.
Will my provider charge me for the move?

Answer: Yes. In the majority of cases, relocation costs are to be expected to be charged by your provider. Check with your account manager for more information.

Good to know: Additional costs are also expected if you wish to move outside of operating hours.

4.
Will the move happen automatically once my request is made?

Answer: The reality is (unfortunately) not that simple.

Why: When you move, you will need to consider and plan several steps as well as mobilize a number of people. Rather than rushing through the stages, it is better to have a clear idea of what they are and develop a clear and detailed game plan to avoid unpleasant surprises.

Typical example of the steps to be taken:

• 1 – Contact your account manager:
  Do not put off informing your account manager of your move. He or she can help you get the process off to a good start and make your life much easier (see point 1).
• 2 – Signing the new contract:
  Once the new contract is signed for your new address, you will be assigned a project manager who will accompany you and coordinate the delivery of your services at your new address.
• 3 – Taking possession:
  Even if you have not yet taken possession of your new location, it might already be possible for your provider to carry out certain evaluations. Thus, there is no reason to wait for access to your new premises to contact your project manager (normal delays could significantly delay the relocation process).
• 4 – Site visit by the provider:
  Once you have taken possession of the new location, you can begin the process with your project manager so that he or she can plan a site visit and confirm (or revise) the game plan.
• 5 – Checking for a second building entrance:
  In the case of a service requiring redundancy, it may be necessary to confirm the existence of a second building entrance where the fibre can be routed. If there is no second building entrance, it is sometimes possible to build one (at an additional cost and with certain authorizations).
• 6 – Ducts :
  Once the fibre reaches your new location, it also has to be routed to your telecom room through the building’s internal ducts. Authorization and access to the building’s internal ducts are therefore essential. It may also be necessary to install new ducts.
• 7 – Telecom room:
  It is at this stage that the fibre is connected to your telecom room and the connection functionality is ensured. This includes pulling fibre, splicing and carrying out tests on the network. It is essential that the electrical network of the building is already functional and that the telecommunications racks are in place (the responsibility of the customer).
• 8 – Activation planning:
  Once the physical installation is completed, it is necessary to plan the migration of your circuit to the new infrastructure. In most cases, an interruption of service is to be expected. Rest assured, your project manager will keep you informed of the time required to complete this step so that you can establish a maintenance schedule together that will suit you.

Once the circuit is tested and functional, your moving project is considered completed! A representative will contact you directly to terminate services at your former address.

Good to know:

The routing and installation of your fibre may encounter certain structural obstacles that may delay its installation and generate additional costs.

Whether it’s a lack of space on the ceiling or inside walls, or a parking space to bypass or cross, always have a plan B in case of unforeseen circumstances.

5.
Will my IT needs and requirements remain the same?

Answer: Your IT needs will most likely change with your move.

Why: Whether it is a lack of space, a change in the number of employees in your company or the number of customers you need to be able to serve, the reasons for relocation often have a direct impact on your IT needs and requirements.

How to know: We recommend that you make an inventory of all your current services as well as your future needs – especially if you use multiple telecommunications services from different service providers – to help you determine if your IT requirements have changed and can still be met.

6.
Will all the services I need be available at my new location?

Answer: The availability of your services is never guaranteed at the locations where you plan to move.

Why: Your provider’s network (or the infrastructure needed for some of your services) may not be available in the places you want. That is why it is advisable to make sure to check beforehand.

Good to know: Ask your service provider (or the one you are considering) if their services are already available in your relocation building. If your provider is not present in the building (or if some of your existing services are not available), they can provide you with an estimate of the costs and time required to be able to deliver them. In general, regional and national providers have a higher coverage of services than their local counterparts.

7.
Do I have to worry about the internal ducts of the building at the new location where I am moving?

Answer: The short answer would be, yes!

Why: Internal ducts are the responsibility of the tenant! You will, therefore, have to consult with the owner of the building to check and be aware of the conditions of installation. However, if your provider is in charge of transporting the fibre to the technical room (or telecom room) of the building, they can advise you if you have any questions. Feel free to talk to them about it!

Good to know: There is no guarantee that the current conditions of the building’s ducts will accommodate a new wireline network (e.g., due to space limitations). Be sure to check the situation. In some cases, it may be necessary to install new ducts. You can also check with your provider to see if they can take care of the installation of the ducts (for an additional charge).

8.
Do I need to check my current contract for moving clauses?

Answer: This one is quite obvious. Make sure you always check your existing contract for moving clauses.

Why: Your contract may sometimes include specific clauses for each service provider.

9.
Should I insist that my provider test the equipment and certify that what has been installed is fully functional?

Answer: Always insist that your provider test the equipment and certify their work.

Why: Misplaced (or misidentified) labels on a patch panel, for example, or even mixed wall outlets can cost you a lot of unnecessary effort and can often result in additional costs.

Example: If your provider has not tested the integrity of your connection and it does not seem to be working, you will need to get a diagnosis done to determine why the connection is not working.

10.
Will my functional equipment (which was turned off at my old location) definitely start with the right configuration and with my data intact at my new location?

Answer: Unfortunately, not always!

Why: Moving technological equipment always involves risks. None are immune to breakage, data loss and other defects.

What to do: Back up all your data and equipment configuration before you move. This means you will have a copy in case of any unforeseen problems.

Good to know: Your data may be inaccessible during the move. If you do not have direct access to your contact lists and other important information (contacts, account numbers, passwords and escalation lists), we recommend that you create a document containing all this information outside your database (which you may no longer be able to access when you relocate). Keep this document on your smartphone, and maybe even keep a hard copy on you.

11.
Am I responsible for the return of the old equipment I have in my possession?

Answer: Yes, it is your responsibility to contact your provider to coordinate the return of the equipment.

The Final Word

Moving your connectivity services to a new location often brings with it its share of obstacles and concerns. While it is common to mistakenly believe that the relocation of business telecommunications services is similar to the relocation of residential services, this is never really the case. The process is very different. However, if you keep in mind the points mentioned in our article, relocating your services should be much easier. And always keep in mind that the wind never blows in the right direction for he who does not know where he is going!

Entirely dedicated to businesses, Fibrenoire is present in more than 2000 buildings out of the 180,000 that are already in our immediate coverage area, making it easier for you to access the largest fibre optic network in Quebec and Ontario (over 45,000 km of fibre). Feel free to contact us if you have any questions about our connectivity services or a potential move.