In reply to a post by DrSteve:

Well, another week has passed and still no progress. There's still an exception on the order so it's not going through. Has apparently been escalated to level 3 which all sounds very impressive. I wonder how may levels of escalation there actually are!

They are nothing special, your ISP should be keeping on at BT to find out the actual reason for the TAG on the line and keep at them to resolve it and have it removed.

They really need to keep at them or the TAG will never go and no upgrade will progress.

Paul

In reply to a post by PaulKirby:

In reply to a post by DrSteve:

Ok thanks for the reply. Zen said they were in a web chat with their supplier about the issue and have escalated it. Just a case of checking for updates I suppose. Just a bit frustrating not knowing.

BT call those 'exception' as a TAG and nothing can progress until the issue has been resolved and the TAG removed.

I had a TAG put on my line due to fibres coming out of our Splitter Node was all in the wrong trays, so the fibres at all the DP's didn't match their database.

So BT sent out their engineers out (5 or so) to cut and re-join the fibres correctly into the right trays, which took a couple of weeks for the work to be done, then for us due to the incompetence of our case handler a further 2 to 3 weeks for the TAG to be removed from our line, then engineer visits booked and job done.

Overall very happy.

Paul

Could Or not start referring to it as Openreach instead? I actually find your posts quite confusing when you refer to Openreach as BT.

Further email from Zen. No further progress. OR have told them to check for an update in a week! Apparently escalated again due to 'unsatisfactory information'. I get the feeling that this isn't going to be sorted out anytime soon

In reply to a post by DrSteve:

Further email from Zen. No further progress. OR have told them to check for an update in a week! Apparently escalated again due to 'unsatisfactory information'. I get the feeling that this isn't going to be sorted out anytime soon

Yeah, one of my neighbours that also had an Exception TAG on their line the same time as me had theirs removed within 5 mins of his case handler getting involved, my case handler took a week or two to resolve it.

You really need to keep at them, and if still no joy I would make a complaint.

Even if Zen cannot get the TAG removed they certainly should be able to get the reason why the TAG is still there and what needs to happen to get it removed.

I was on the phone putting pressure on my case handler on a daily basis until it got resolve.


Have you tried contacting BTOR via Twitter?

I talk to them now and then.

Paul

If they have found a build issue it could take a while to resolve. Zen should do better to get an update though.

In reply to a post by witchunt:

If they have found a build issue it could take a while to resolve. Zen should do better to get an update though.

Exactly my point.

Paul

In reply to a post by PaulKirby:

In reply to a post by DrSteve:

Have you tried contacting BTOR via Twitter?

Did try this actually. Basically told they don't speak to end users and to chase this through my ISP.

In reply to a post by DrSteve:

In reply to a post by PaulKirby:

Have you tried contacting BTOR via Twitter?

Did try this actually. Basically told they don't speak to end users and to chase this through my ISP.

Really, they have spoken to me loads of times, granted you get a few that are unhelpful, but they normally are helpful that was why they setup their Twitter Account.

Paul

In reply to a post by PaulKirby:

In reply to a post by DrSteve:

In reply to a post by PaulKirby:

Have you tried contacting BTOR via Twitter?

Did try this actually. Basically told they don't speak to end users and to chase this through my ISP.

Really, they have spoken to me loads of times, granted you get a few that are unhelpful, but they normally are helpful that was why they setup their Twitter Account

Paul

Tried again on twitter. Said they were sorry for the delay and advised me to have it escalated through my ISP

In reply to a post by DrSteve:

Tried again on twitter. Said they were sorry for the delay and advised me to have it escalated through my ISP

Ah, I have had that response before, Zen really needs to pull their finger out and do their job.

I would keep on at Zen to resolve the issue.

Paul