Bizzare ADSL issue...!

I have a really strange problem with my Phoneline/ADSL.

I recently moved and had a BT landline installed, the engineer arrived on time and the line is up and running no problem. The problem is when I try to sign up for ADSL through an independant provider (like for example Entanet). Where you have to input your details into the website number field, I input my phone number and the page either resets or says that the number is not recognised as being valid.

I have rung BT a total of 4 times in the last week and have been told (in sequence):

1, It is not their problem.
2, It is an existing tag on the line (ON A NEW PHONE INSTALLATION!)
3, It is the fact that the exchanges have not updated themselves to activate my number (I can make phone calls just fine though, plus I am already being charged for them)
4, It is a problem with the physical line at the exchange and they will get an engineer to sort it out. This has really confused me as surely the line is either working or it isn't!

All I know for sure is that I cannot have the internet supplied until they sort their act out...does anybody have any similar experience of this to be able to advise me what the problem might be and how to sort it out?

Cheers, Murray

Have you checked the number? Dial 17070 and ensure the number they've given you is the one on the line.

If when this works you are being asked for a MAC, you need to contact the gaining (new) ADSL provide for them to raise this as a tags query with Wholesale helpdesk to get it removed.

Matt

OK cheers UNO, I appreciate the information.

Things like this make you realise that BT/SKY/Etc are only really helpful when the problems are simple in nature, no doubt because of the costs associated with calling out Openreach engineers!

I will let this play out, I have already contacted the gaining ISP and asked them to chase it up with BT wholesale which I presume he is doing...

I had to smile when BT operator said: "If you were to go with our service, we could have it up and running immediately" not that I am implying that anything untoward is going on but I was completely clear from the start that I was not interested in their broadband product, merely the landline functionality.

In reply to a post by uno:

Have you checked the number? Dial 17070 and ensure the number they've given you is the one on the line.

Good advice - 2 out of 3 times we've had phone lines, the actual number turned out to be completely different from the one supplied at the time of the order.

Did the BT sales droid really say that? I didn't think they were allowed to do that or even imply that they could. There are grounds for a serious complaint there.

Yes she did; but I very quickly learned that she didn't have a clue what she was talking about...probably thought she was guaranteeing her xmas bonus by saying it, as we know BT love their false promises!

Anyway; I missed an opportunity there as I didn't get her name and staff number...

Edited by deleted (Mon 20-Sep-10 16:09:37)

Just to end this topic; less than 24 hours after being completely unwilling to accept another crock of s**t excuse of an answer from BT & insisting that they fix this problem properly and not palm it off yet again, it is solved!

All of a sudden after insisting that an engineer visit the exchange on-site, hey presto...as if by magic the number works. I have since placed my order for ADSL.

I hope this information proves useful to somebody else. If you want exact info PM me.

In reply to a post by Murraydemonskull:

I had to smile when BT operator said: "If you were to go with our service, we could have it up and running immediately" not that I am implying that anything untoward is going on but I was completely clear from the start that I was not interested in their broadband product, merely the landline functionality.

I'd tell them that was rubbish. It took three weeks to transfer my Dad from TalkTalk (IPStream, not LLU) to BT Broadband. At one point they had no phone overnight because they'd ceased the line when recreating the broadband order.

This sounds like a regular problem. It takes several days (2-3 I'd guess) before a new line number filters through to all the BT databases. Until that completes you can't order broadband.