my broadband is/was with BT
over 2 weeks ago my broadband stopped working (no dsl/internet light on modem, all line stats showing 0) so I contacted BT, they could not find any services for my telephone number but can see that it's showing as active and on checking the payments have stopped being taken from my bank account
guy at BT said I should be able to place another order fro broadband....tried that with Zen but the order failed as there is a BT Retail tag on the line
I contacted BT again, and after speaking to numerous people I eventually spoke to someone who seemed to understand the problem. he said it should be Zen who should be trying to get it removed but eventually tried something and gave me a tag query ref no, I have checked a few times since then and there is still an active service showing on the line
the email i got from Zen....
1. Thank you for your enquiry regarding Tag on the line for Telephone Number: xxxxxxxxxx Please be advised that our suppliers have informed that there is an open active BT Wholesale service provided on 12/06/07
Unfortunately we are unable to do anything more as a working asset has been found on the line, this means that the only people who can clear this is BT Retail.
A working asset means that you have an active service on your line
The only way to progress with your order through us is to provide a MAC code or to get BT retail to clear the line of all their services.
I'm going to phone BT again on 0800800030, think it is the retentions department, but they also give out MAC codes and don't seem to read from a script like you get on the main number
but any advice on how to get this resolved would be much appreciated
edit - can i also add that the line rental/calls is with onebill telecom, which i think is complicating the matter even further as when I phone BT I'm basicallly not a customer of theirs any more
Edited by paradice22 (Fri 25-Oct-13 20:04:48)