Bt Yahoo Broadband: Line Problem: Hitting A Brick Wall

Can anyone out there help. I lost my Broadband connection on the 23r
December. It was fairly quickly identified as a line fault on BT'
side. For the last 3 weeks all I have received is endless apologies an
assurances that it will be fixed in the next 24 hours/48 hours; that
will receive a callback within x hours. I have tried every method t
get beyond the very pleasant but totally ineffectual call centre. Onc
I managed to actually get put through to the line department (a majo
victory I assure you!) who assured me that the engineer in the UK woul
be looking at the servers the next day. All to no avail. I have trie
the BT Compliant referral number in the UK. Once they sent me on
round trip to the "Chairman's office" then to a wholesale line dept wh
then put me straight back to the 0845-6007030 broadband call centre. Th
second time, after listening they simply put me straight through to th
call centre again. Otherwise it is endless: " it is being looked at
"it is the highest priority" etc etc. I have tried BT wholesal
directly but they have told me they cannot access any BT Yahoo record
and I must go through the call centre. So it all ends at the cal
centre where all they can do is punch a few notes into the computer an
give me endless apologies. Anyone who has been through this will kno
that it takes aprox 30mins after answering the phone to go through th
security questions and pull up the records. Sometimes the case i
simply closed and then has to be re-opened again despite no actio
being taken.
I have now resorted to writing a letter a day to the CEO of BT updatin
him on the experiences of the day with his woefully inadequat
organisation. I have probabaly spent upward of 35 hours on the phon
now.

Would it help if I cancelled BT Yahoo and went with another ISP in th
hope that they can apply the pressure to BT Wholesale to sort out th
line problem? Any experiences out there of this?

Has anyone in a similar situation tried cancelling and then re=orderin
BT broadband in the hope that they treat new customers better?

Alternatively I will have to go cable... what are speeds like on NT
compared to the full BT Yahoo?

I am now completely at the end of my tether... paying now for
achingly slow dail-up plus a useless BT broadband........HELP

--
nevin

nevin Wrote:
> Can anyone out there help. I lost my Broadband connection on the 23r
> December. It was fairly quickly identified as a line fault on BT'
> side. For the last 3 weeks all I have received is endless apologies an
> assurances that it will be fixed in the next 24 hours/48 hours; that
> will receive a callback within x hours.
>

I am also curious if anyone knows out there what the cause maybe. I ha
started using a new phone (a Philips wireless phone) two days before i
went off. Was this just coincidence? I immediatedly stopped using i
and plugged the old phone back in. All phones are filtered and I have
BT installed splitter and have checked the test socket - no difference


Also I have twice in the 3 weeks suddenly got my connection back bu
only for about 4 hours one night and 30minutes another time. My route
is always on (except when I periodically reboot just in case) so I ca
tell from emails if if it has found a connection so I know it is onl
on these 2 brief occassions in 3 weeks. What sort of line problem woul
behave in this way? Nothing for weeks except for 2 short spurts

--
nevin

On Fri, 13 Jan 2006 00:53:05 +0000, nevin
<(E-Mail Removed)> wrote:

>
>nevin Wrote:
>> Can anyone out there help. I lost my Broadband connection on the 23rd
>> December. It was fairly quickly identified as a line fault on BT's
>> side. For the last 3 weeks all I have received is endless apologies and
>> assurances that it will be fixed in the next 24 hours/48 hours; that I
>> will receive a callback within x hours.
>>
>
>I am also curious if anyone knows out there what the cause maybe. I had
>started using a new phone (a Philips wireless phone) two days before it
>went off. Was this just coincidence? I immediatedly stopped using it
>and plugged the old phone back in. All phones are filtered and I have a
>BT installed splitter and have checked the test socket - no difference.
>
>
>Also I have twice in the 3 weeks suddenly got my connection back but
>only for about 4 hours one night and 30minutes another time. My router
>is always on (except when I periodically reboot just in case) so I can
>tell from emails if if it has found a connection so I know it is only
>on these 2 brief occassions in 3 weeks. What sort of line problem would
>behave in this way? Nothing for weeks except for 2 short spurts?

Have you got or have you ever had more than one telephone line INTO
your property (this would include residents before you purchased) ?

This provides a very good reason for most ISPs rather than BT.
As long as they are not at fault, they will usually be quite happy to kick
BT, and generally they can kick harder than you!

Retired

"nevin" <(E-Mail Removed)> wrote in message
news:(E-Mail Removed)...
>
> Can anyone out there help. I lost my Broadband connection on the 23rd
> December. It was fairly quickly identified as a line fault on BT's
> side. For the last 3 weeks all I have received is endless apologies and
> assurances that it will be fixed in the next 24 hours/48 hours; that I
> will receive a callback within x hours. I have tried every method to
> get beyond the very pleasant but totally ineffectual call centre. Once
> I managed to actually get put through to the line department (a major
> victory I assure you!) who assured me that the engineer in the UK would
> be looking at the servers the next day. All to no avail. I have tried
> the BT Compliant referral number in the UK. Once they sent me on a
> round trip to the "Chairman's office" then to a wholesale line dept who
> then put me straight back to the 0845-6007030 broadband call centre. The
> second time, after listening they simply put me straight through to the
> call centre again. Otherwise it is endless: " it is being looked at"
> "it is the highest priority" etc etc. I have tried BT wholesale
> directly but they have told me they cannot access any BT Yahoo records
> and I must go through the call centre. So it all ends at the call
> centre where all they can do is punch a few notes into the computer and
> give me endless apologies. Anyone who has been through this will know
> that it takes aprox 30mins after answering the phone to go through the
> security questions and pull up the records. Sometimes the case is
> simply closed and then has to be re-opened again despite no action
> being taken.
> I have now resorted to writing a letter a day to the CEO of BT updating
> him on the experiences of the day with his woefully inadequate
> organisation. I have probabaly spent upward of 35 hours on the phone
> now.
>
> Would it help if I cancelled BT Yahoo and went with another ISP in the
> hope that they can apply the pressure to BT Wholesale to sort out the
> line problem? Any experiences out there of this?
>
> Has anyone in a similar situation tried cancelling and then re=ordering
> BT broadband in the hope that they treat new customers better?
>
> Alternatively I will have to go cable... what are speeds like on NTL
> compared to the full BT Yahoo?
>
> I am now completely at the end of my tether... paying now for a
> achingly slow dail-up plus a useless BT broadband........HELP!
>
>
> --
> nevin

Jack Ouzzi wrote:
> On Fri, 13 Jan 2006 00:53:05 +0000, nevin
> <(E-Mail Removed)> wrote:
>
>>
>> nevin Wrote:
>>> Can anyone out there help. I lost my Broadband connection on the
>>> 23rd December. It was fairly quickly identified as a line fault on
>>> BT's side. For the last 3 weeks all I have received is endless
>>> apologies and assurances that it will be fixed in the next 24
>>> hours/48 hours; that I will receive a callback within x hours.
>>>
>>
>> I am also curious if anyone knows out there what the cause maybe. I
>> had started using a new phone (a Philips wireless phone) two days
>> before it went off. Was this just coincidence? I immediatedly
>> stopped using it and plugged the old phone back in. All phones are
>> filtered and I have a BT installed splitter and have checked the
>> test socket - no difference.
>>
>>
>> Also I have twice in the 3 weeks suddenly got my connection back
>> but
>> only for about 4 hours one night and 30minutes another time. My
>> router is always on (except when I periodically reboot just in
>> case)
>> so I can tell from emails if if it has found a connection so I know
>> it is only on these 2 brief occassions in 3 weeks. What sort of
>> line problem would behave in this way? Nothing for weeks except for
>> 2 short spurts?
>
> Have you got or have you ever had more than one telephone line INTO
> your property (this would include residents before you purchased) ?

No it's not a DAC scenario......

nevin wrote:
>
> Alternatively I will have to go cable... what are speeds like on NTL
> compared to the full BT Yahoo?


can get 10mb on ntl now. I'd have gone with them and not BT had they
been bothered to cable the other half of the road. As it is, I'm now
stuck with 1mb adsl, instead of nice 10mb cable. sigh

"nevin" <(E-Mail Removed)> wrote in message
news:(E-Mail Removed)...
>
> Can anyone out there help. I lost my Broadband connection on the 23rd
> December. It was fairly quickly identified as a line fault on BT's
> side.
[snip]

Have you tried posting this on the bt broadband support group:
'bt.broadband.support' where you may get more pertinent advice. It is
also monitored, and contributed to, by BT Yahoo support staff.
--
Keith Willcocks
(If you can't laugh at life, it ain't worth living!)