In reply to a post by paradice22:

yesterday the broadband started working again and all line stats back to normal

& you said to me, but then deleted it, that the Internet was back up?

even though they can see there is a tag on the line

Their own tag! Didn;t that make them wonder and investigate further?

It seems that the scenario might have been the OP took it up with BT Retail, who could find no record of his account, so he gave up and tried to move to Zen. Zen said the line was tagged by BT Retail so there was nothing they could do. BT Retail meanwhile either discovered the error that disconnected the OP and resolved it on their own initiative, or investigated a complaint from the OP and restored service.

The OP will obviously have the facts.


The really odd thing is that the OP said his line dropped out of sync. This implies either an error by Openreach or BT Wholesale in mistakenly disconnecting his line from the BT Wholesale MSAN, or BT Retail mistakenly ceasing the DSL service on his line. If there was a DSL cease, it might involve a potential chicken and egg scenario: which came first - a mistaken DSL cease causing BT Retail to close the account, or BT Retail mistakenly closing the account and ceasing the DSL?

There's layers of oddness in this saga, and the OP might very well have been unable to get to the bottom of everything.


As you rightly imply, the OP should take the situation up with BT Retail again, as he is likely due compensation for the break in service. He should also ensure his minimum contract period has not been reset by the restoration of service.

sorry for the confusion Xray, I just wanted to delete that post in the other thread as I didn't want to discuss it further, didn't know it would leave a big DELETED marker next to it! Wasn't aimed directly at you either, never realised that's how the reply buttons on this forum works.

David_W you're pretty much bang on. I still don't know why it stopped working and I think it was just rectified through routine maintenance or whatever, doubt it was anything to do with the phone calls I made.