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Standard User Footys
(experienced) Wed 30-Mar-11 12:32:48
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Big Problem - hope this is the best place to post!


[link to this post]
 
I would be so grateful if anyone could give me some advice here or point me in the direction of someone who can!

A customer of mine who has his own farm ordered broadband on his line just before christmas. When he phoned up BT to order he was told that his current line would not support broadband and the only way he would be able to get it would be to have a new line installed with a new phone number. (the broadband checker said that he could get broadband of up to 1 meg on his exisiting line). He had some misgivings about this because he didnt want to pay two lots of line rental and he also didnt want to change his phone number so he asked if he could get the new phone line, get broadband on it and then switch his old number to his new line. He was told this would be fine and so he went ahead and ordered. He had his new line put in and the broadband was activated on it and working well. However when he phoned back to swap the numbers he was told this wasnt possible. A few weeks later his new phoneline was disconnected and his broadband was gone. He is now left with 2 lines - his original number with no broadband and a new number with no phone or broadband.

I`m unsure about the best way to help him - according to the bt website he can get broadband on his original line so i`m tempted just to order it on that and hope it works. I have tried just getting the old number transferred to the new line and then ordering the broadband after that but cant get any sense from bt on this.

Any help would be much appreicated!
Standard User shtu
(experienced) Wed 30-Mar-11 13:44:48
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Re: Big Problem - hope this is the best place to post!


[re: Footys] [link to this post]
 
I think I would try just orderinng on the original line and see what heppens.

That does leave you with the second line, but as that was only ordered on the basis that ADSL would not work on the orignal, (and there will be emails\call recordings to back this up) if you get ADSL working you have a good case for ceasing the new line without charge.

PM the user BT_Care on here.
Standard User MHC
(legend) Wed 30-Mar-11 15:29:16
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Re: Big Problem - hope this is the best place to post!


[re: Footys] [link to this post]
 
Why was the new line disconnected? Have BT given a reason?


As for transferring numbers - it can be done, you just need to be lucky and get a person who understands the requirement.

there is another facility whereby a second number can be overlaid on an existing line - so there are effectively two numbers which have different ring cadences. If service can be restored to the second line then arrange for the first to be terminated and the number moved across to the second line. I just cannot think of the service name that BT uses but it can be done.





~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~


M H C


taurus excreta cerebrum vincit


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Standard User BatBoy
(legend) Wed 30-Mar-11 15:33:05
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Re: Big Problem - hope this is the best place to post!


[re: MHC] [link to this post]
 
Call Sign



______________________________________________________________________________attack_the_post_not_the_poster__________________
Standard User MHC
(legend) Wed 30-Mar-11 15:36:25
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Re: Big Problem - hope this is the best place to post!


[re: BatBoy] [link to this post]
 
That's the one.





~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~


M H C


taurus excreta cerebrum vincit
Standard User XRaySpeX
(knowledge is power) Wed 30-Mar-11 15:55:39
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Re: Big Problem - hope this is the best place to post!


[re: shtu] [link to this post]
 
In reply to a post by shtu:
you have a good case for ceasing the new line without charge.
Sounds as if it already is. He said it was disconnected and had no phone.

1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU BB => 2010: Orange 16 Meg LLU BB
Standard User normcall
(member) Wed 30-Mar-11 17:05:40
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Re: Big Problem - hope this is the best place to post!


[re: XRaySpeX] [link to this post]
 
Complete with a bill for terminating before the contract was up. Not daft this BT group. It would be much easier if they just didn't pretend they are all separate. They also share the same bank account as far as I can tell.
I 'lost' my number a few years ago when I department terminated the line at the same time as another changes something. Two days later I got the promised if you don't... you service wil be terminated letter, my number had disappeared into the pot, but I did have another line I could use. You really can't make it up, can you?
Standard User geordiekris
(experienced) Wed 30-Mar-11 18:24:33
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Re: Big Problem - hope this is the best place to post!


[re: MHC] [link to this post]
 
you cannot request a specific number on callsign.

my name has been changed to save me from more company disciplinary procedures.

whatever i say is my thoughts and not those of the company i work for
Standard User MHC
(legend) Wed 30-Mar-11 18:27:35
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Re: Big Problem - hope this is the best place to post!


[re: geordiekris] [link to this post]
 
If you have the numbers already you can, or you could in the past. I have arranged that on several occasions.





~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~


M H C


taurus excreta cerebrum vincit
Standard User geordiekris
(experienced) Wed 30-Mar-11 18:29:34
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Re: Big Problem - hope this is the best place to post!


[re: Footys] [link to this post]
 
ok we need to find out what happened to the new line first thast had working bb on it.

i would guess that the new line still "has a working bb service on it" this would be according to bt retails billing systems but when you requested the renumber they have not done this right for you and openreach have bodged the job in the exchange and a simple call should sort that problem out.

Next would be dealing witht the "first line cant carry bb issue" why not ? get the call recordingslistened in to this iwll allow you out of the secodn line contract if this proves to be false.

As for callsign you cannot ask for a specific number to be allocated to this service so this is a no go for you.

You can renumber the secodn line with the first line number bu this is now a very difficult task due tot the different systems BT Retail now use as they no longer have acces tot the openreach ones, it is doable but you need ot speak to the right people to get it done.

my name has been changed to save me from more company disciplinary procedures.

whatever i say is my thoughts and not those of the company i work for
Standard User geordiekris
(experienced) Wed 30-Mar-11 18:32:00
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Re: Big Problem - hope this is the best place to post!


[re: MHC] [link to this post]
 
That was whn BT Retail still had access to CSS "openreaches tools" and striclty speaking wasnt allowed but we new a way no BT Retail have no access to CSS so no chance now

i can say whatever i want as i no longer work for the [censored]!
Standard User RobertoS
(sensei) Wed 30-Mar-11 21:24:47
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Re: Big Problem - hope this is the best place to post!


[re: geordiekris] [link to this post]
 
New job geordie, or retired?

My broadband basic info/help site - www.robertos.me.uk
My domains,website and mail hosting - Tsohost. Internet connection - IDNet Home Starter Fibre. Live BQM.
Standard User geordiekris
(experienced) Thu 31-Mar-11 08:25:21
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Re: Big Problem - hope this is the best place to post!


[re: RobertoS] [link to this post]
 
erm this years example. managed out of the company is the polite version

i can say whatever i want as i no longer work for the [censored]!
Administrator MrSaffron
(staff) Thu 31-Mar-11 12:56:38
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Re: Big Problem - hope this is the best place to post!


[re: Footys] [link to this post]
 
What exactly (copy and paste and blank out phone number) does the BT Wholesale checker at

https://www.btwholesale.com/includes/adsl/main.html

say about your first line?

It is not uncommon for reps to interpret words like 'may not work' as 'will not work' which of course are two different things. The trick really would have been to ignore the reps and just order online, which will have accepted the order, unless the line was red flagged.

Andrew Ferguson, [email protected]
www.thinkbroadband.com - formerly known as ADSLguide.org.uk
The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User MrGrumpy
(eat-sleep-adslguide) Fri 01-Apr-11 09:51:15
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Re: Big Problem - hope this is the best place to post!


[re: geordiekris] [link to this post]
 
In reply to a post by geordiekris:
erm this years example. managed out of the company is the polite version


sounds familiar , your either with us or.............

Regards

MrG

Remember: Amateurs...built the ark.
Professionals...built the Titanic


All spelling and grammatical errors are left in on purpose
Standard User Footys
(experienced) Fri 01-Apr-11 19:59:13
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Re: Big Problem - hope this is the best place to post!


[re: MrSaffron] [link to this post]
 
Thanks for everyones replies

This is what the link said:
For Telephone Number on Exchange DRYSLWYN

Your exchange is ADSL enabled, and our initial test on your line indicates that it is VERY UNLIKELY you will be able to receive fixed 512Kbps or 256Kbps broadband service due to the very long length of your telephone line. However, your order will be accepted if you still wish to order. An engineer may need to visit who will, where possible, supply the broadband service.

Our test also indicates that your line currently supports an estimated ADSL Max broadband line speed of 1Mbps; typically the line speed would range between 250Kbps and 2Mbps.

The actual stable line speed supportable will be determined during the first 10 days of use. This speed may change over time, to ensure line stability is maintained.

If you decide to place an order, a further test will be performed to confirm if your line is suitable for the service you wish to purchase.

Thank you for your interest.

Please note that postcode and address check results are indicative only. Most accurate results can be obtained from a telephone number check.
Administrator MrSaffron
(staff) Fri 01-Apr-11 20:03:30
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Re: Big Problem - hope this is the best place to post!


[re: Footys] [link to this post]
 
Okay well BT Wholesale will take an order on that line, looks like someone at BT Retail was just being pessimistic. So place order online and then once connected you will get the stats and see how the line performs.

Andrew Ferguson, [email protected]
www.thinkbroadband.com - formerly known as ADSLguide.org.uk
The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User Footys
(experienced) Fri 01-Apr-11 23:07:03
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Re: Big Problem - hope this is the best place to post!


[re: MrSaffron] [link to this post]
 
Thanks for taking the time to reply - so do you think its best just to forget about the new line he had installed and leave it disconnected and just order the broadband on his old original line? If it turns out he cant get broadband on his original line what are the options then do you think?
Administrator MrSaffron
(staff) Sat 02-Apr-11 11:05:45
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Re: Big Problem - hope this is the best place to post!


[re: Footys] [link to this post]
 
Forget about new line for now, try broadband on the original line, which I presume has the phone number on it that they want on it too.

If that BB is vastly slower than what they go on the other line, then this will cost more, but avoids the number migration issues.

i.e. leave the current phone number in place...
re-activate the second line with whatever number they want, get the bb running on it.

Yes means paying two line rentals, but can be useful for business, as with the number of times you have to hold these days, I do a incoming/outgoing line trick, i.e. one line has a minimal inclusive calls package, the other has totally inclusive.

I also run BB on both phone lines, to give me back up for the days when one is mucking about. Need to use two different providers for that.

Andrew Ferguson, [email protected]
www.thinkbroadband.com - formerly known as ADSLguide.org.uk
The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User XRaySpeX
(knowledge is power) Sat 02-Apr-11 11:15:31
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Re: Big Problem - hope this is the best place to post!


[re: MrSaffron] [link to this post]
 
In reply to a post by MrSaffron:
I do a incoming/outgoing line trick, i.e. one line has a minimal inclusive calls package, the other has totally inclusive.
Are you with BT for call packages? Are both lines on the same a/c no? If so, you can have just 1 call plan (the inclusive one) + 2 line rentals to cover both lines. I have 2 lines with a single BT Anytime Call Plan applicable to both. smile

EDIT: It may be different if you are a business customer.

1999: Freeserve 48K Dial-Up => 2005: Wanadoo 1 Meg BB => 2007: Orange 2 Meg BB => 2008: Orange 8 Meg LLU BB => 2010: Orange 16 Meg LLU BB

Edited by XRaySpeX (Sat 02-Apr-11 11:16:39)

Administrator MrSaffron
(staff) Mon 04-Apr-11 10:18:32
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Re: Big Problem - hope this is the best place to post!


[re: XRaySpeX] [link to this post]
 
Neither are with BT, but I presume they will allow you to have two lines with different packages, though if a business they insist on business rates.

Andrew Ferguson, [email protected]
www.thinkbroadband.com - formerly known as ADSLguide.org.uk
The author of the above post is a thinkbroadband staff member. It may not constitute an official statement on behalf of thinkbroadband.
Standard User shtu
(experienced) Mon 04-Apr-11 10:18:53
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Re: Big Problem - hope this is the best place to post!


[re: Footys] [link to this post]
 
Meh, just being pessimistic - I got that sort of estimate originally. After some fiddling over the years I now get 1800ish sync, 1500kbps profile.

Deffo order on the original line, get a decent router (2wire 2700 for example), isolate everything except the master socket, spend £10 on an Openreach filtered faceplate, and see what it can do.
Standard User fiddler
(member) Tue 12-Apr-11 12:59:49
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Re: Big Problem - hope this is the best place to post!


[re: Footys] [link to this post]
 
Seems reminiscent of my dealings with BT when trying to get a phone line into our new build.

here

3 months and SEVEN separate and concurrent order numbers later we had a phone line, only for it to be disconnected after 3 days when the BT adminoids then deleted all the order numbers (including the one linked to our working phone line) and then tried to bill us for an early disconnection charge.

The contacts in the above link were very, very efficient and could make the seemingly impossible, possible (having an engineer out at 6pm on a Sunday!).

Regards,

Rob
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