BT misinformation

Until recently I was with Sky on full LLU package but was having problems with slow downs and disconnections. I was aware that BT Infinity was available in my street so I put my post code and house no. into the BT line checker and the result was available at est. 38.5 Mbs.
I canceled my Sky package without any hassle and BT took over my line with only a one hour disconnection. I then put my phone number into the BT checker and it came back as unavailable. Contacted BT by phone and after 15 minutes got the call center who couldn't give me an explanation other than no capacity. Why then was it available with my house no. and post code?

Did you read what it says on the BT Postcode check?

Please note that the postcode checker is less accurate than the telephone number checker because it uses a best guess of where you live based on the centre point of the postcode area entered. BT's ability to provide Broadband to your address will depend on the availability of Broadband ADSL at your serving exchange and other factors including the length of the line connecting you to that exchange.

Several postcode areas extend over more than one telephone exchange area, therefore the checker data will only be correct if it has correctly assumed which telephone exchange provides service to your address.

In addition, the postcode checker may not give an accurate estimate of the routing of the telephone cable that is connected to your address, therefore the result given by the postcode checker must be treated with caution.

Did not read the small print but I could not enter the phone number of a Sky connection and also two people connected to the same pole as me have Infinity.

If it all happened today or yesterday it will be because the number you have and your location for it aren't yet updated on the relevant BT databases. There are about three I think.

Is it the same number as you had on Sky, or a new one. Same applies whichever, just probably a different bit of the updating loop to jump through.

Try a couple of times a day for a few days. Two to three days seems to be the norm.

I assume your Sky LLU broadband is still working?

Many thanks for your prompt replies. Same phone number transferred to BT last Friday 18/3.
Sky broadband disconnected on that date also.

Everything should have updated by now then.

What do the BT Wholesale and Infinity checkers say now, using the phone number?

Edited by RobertoS (Fri 25-Mar-11 16:41:56)

BT wholesale checker says my line may not support ADSL Max but would support a fixed line speed of up to 2 Mbs.This cannot be correct as I have had ADSL Max from Plusnet @6.8Mbs before moving to Sky. ADSL2.+ will be available from 30th June 2011.No mention of Infinity.
BT infinity checker still says no to the phone number but yes to the house number and post code.

It can take a while for "new" bt numbers to appear on the database. New lines can take up to 10 days before they appear.

Many thanks Paul. Will keep checking over the next week using mobile broadband.

worst case sceanrio it caN TAke up to 52 days for the openreach system to update and nowt you can do about it until day 53

I have the same problem at the moment. Two weeks ago checker gave date of 31/03/11 for fibre (only waiting since last August)
A week and a half ago I check the checker and nothing no mention of fibre. I checked a few other numbers in my area and they have all gone. I waited a few days and still the same so I contacted a contact in the NGB dept in Northern Ireland here and he informed me the database was being refreshed yesterday and see if it comes back on over the weekend. Unfortunately not, so I have dropped him another email to see how long this problem is going to be as I want off this 1mb line and onto something faster with ADSL24

Yeah. It's not easy going back to BT.Not only having problems with broadband database but my network services still aren't working after 10 days. Did not even reply to my complaints email. The accounts dept. are pretty efficient though, got my first bill already.

Clearly, I'm 'shutting the stable after the horse has bolted', but...
why didn't you just get a MAC code from Sky, then tried to order Infinity using this ? See plenty of these type conversions going on round here..

I would guess the OP was on full LLU (ie phone and broadband). In that case MAC codes aren't relevant and BT would have no access to the line data as it is controlled by Sky.

You are correct ian 72. Sky do supply a MAC code when leaving a full LLU package.Your chosen new phone supplier takes over your line and you then order broadband from an ISP as a new customer.

if Sky are supplying a MAC when leaving a full LLU service then I am surprised, as with full LLU there is or at least there never used to be any provision for providing a MAC.

What might be happening is that when people express an interest in leaving Sky they move them back to WLR and SMPF broadband, then issue the MAC.

OR

Even though people were with line rental and broadband from Sky, it was not really FULL LLU (MPF).

Correction to my last post. Should have read Sky do not supply a MAC code .

Best to edit that earlier post then, making the edit clear .

However, if the route followed is to get the line returned to WLR, then you would need to get a MAC from them later in order to migrate away, as MrSaffron says.

Not needing a MAC would only apply if you moved both line and broadband to the same CP.

Edit time had expired before I noticed the error.
My contract with Sky full LLU ended as confirmed by them in writing on 18/3. I now have a BT line with no broadband so if I order broadband from an ISP other than BT where do I stand regarding a MAC code?

You shouldn't need a MAC if the line has been migrated back to BT. You should just place an order for broadband with your preferred supplier.

if the broadband is working on the line currently, and voice rental is via BT, then it is not a full LLU solution, and thus a MAC is available, and you may have always been on shared LLU.

NOT ALL line rental and broadband lines from Sky are full LLU, they are using a mixture.

There is no broadband on my line at the moment. No adsl light on the router.
As my phone number is still not showing on the BT line checker I will continue to use mobile broadband.

Happy days. After five weeks my telephone number has finally appeared on the BT database with the correct information. I can now go ahead and order broadband but not from BT. as their customer service was pretty grim.