Problem with broadband activation

Just bought a new house and requested Zen to set up my ADSL, I have a new BT
line number as the old house owners took their number with them..

Zen agreed to activate the BB in 5 working days but on requesting BT
activation were given the following error :

'Unable to check incompatible products, please contact local support'

Zen are suggesting I contact BT direct as there is nothing they can do.
What does this suggest?

Note : I have been on-hold and given up after 20 minutes waiting to speak to
someone on BT's support (probably Friday night syndrome)

Cheers

Chunks

"Chunky" <(E-Mail Removed)> wrote in message
news:44245078.0@entanet...
> Just bought a new house and requested Zen to set up my ADSL, I have a new
> BT line number as the old house owners took their number with them..
>
> Zen agreed to activate the BB in 5 working days but on requesting BT
> activation were given the following error :
>
> 'Unable to check incompatible products, please contact local support'
>
> Zen are suggesting I contact BT direct as there is nothing they can do.
> What does this suggest?
>
> Note : I have been on-hold and given up after 20 minutes waiting to speak
> to someone on BT's support (probably Friday night syndrome)
>
> Cheers
>
> Chunks
>
How do you think people in this group will be able to help you - just out of
interest?
You're unlikely to get anyone working for those companies to respond to you
in a public group.
I suggest speaking to the companies direct. You're better off sending email
to companies as they respond faster.

In article <44245078.0@entanet>, (E-Mail Removed) says...

> Just bought a new house and requested Zen to set up my ADSL, I have a new BT
> line number as the old house owners took their number with them..
>
> Zen agreed to activate the BB in 5 working days but on requesting BT
> activation were given the following error :
>
> 'Unable to check incompatible products, please contact local support'
>
> Zen are suggesting I contact BT direct as there is nothing they can do.
> What does this suggest?
>
> Note : I have been on-hold and given up after 20 minutes waiting to speak to
> someone on BT's support (probably Friday night syndrome)
>
> Cheers
>
> Chunks
>
>
>

It sounds like your BT Line is supplied using a DACS Box (pronounced
Dax), this is a cheap and easy method for BT to supply more telephone
lines without the need to lay any additional plant. Have a look on the
wall where the BT line enters your house, if there is a grey/black
external box or a small white internal box, before the cable goes to
your first BT socket, then you may well have a DACS line.

If your BT telephone line is supplied via an overhead cable, then
follow the your line to the telegraph pole, if there is a a grey/black
box (or more likely several) then again, you may well have a DACS
line.

....snip....

> If your BT telephone line is supplied via an overhead cable, then
> follow the your line to the telegraph pole, if there is a a grey/black
> box (or more likely several) then again, you may well have a DACS
> line.

Thanks, I will check this out as the house is supplied via a telephone pole
in the garden.

Will hopefully get in touch with BT early next week and they also might be
able to tell me!

Cheers

Chunks

BT are the only ones who can answer this one positively, unfortunately.

Just make sure you get your call into them tomorrow, as BT customer
services, accounts and sales don't appear to work on Sundays anymore.

Steve
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Gaz. wrote:
> In article <44245078.0@entanet>, (E-Mail Removed) says...
>
>> Just bought a new house and requested Zen to set up my ADSL, I
>> have a new BT line number as the old house owners took their
>> number with them..
>>
>> Zen agreed to activate the BB in 5 working days but on requesting
>> BT activation were given the following error :
>>
>> 'Unable to check incompatible products, please contact local
>> support'
>>
>> Zen are suggesting I contact BT direct as there is nothing they
>> can do. What does this suggest?
>>
>> Note : I have been on-hold and given up after 20 minutes waiting
>> to speak to someone on BT's support (probably Friday night
>> syndrome)
>>
>> Cheers
>>
>> Chunks
>>
>>
>>
>
> It sounds like your BT Line is supplied using a DACS Box (pronounced
> Dax), this is a cheap and easy method for BT to supply more
> telephone lines without the need to lay any additional plant. Have
> a look on the wall where the BT line enters your house, if there is
> a grey/black external box or a small white internal box, before the
> cable goes to your first BT socket, then you may well have a DACS
> line.
>
> If your BT telephone line is supplied via an overhead cable, then
> follow the your line to the telegraph pole, if there is a a
> grey/black box (or more likely several) then again, you may well
> have a DACS line.

That's it ring the bell of doom, it could just be that the line still
has an ADSL service registered to it. The only sure way is to contact
BT front desk & ask them, mind you whether you get the truthful answer
or not is another question.

Actually having DACS isn't a problem as BT will go to great lengths to
remove them, it will just put a delay on the provision of service for
a week or so. It would be far worse if you are in a TPON area but
even those are now getting copper overlay from the exchanges..

Chunky wrote:
> Just bought a new house and requested Zen to set up my ADSL, I have a new BT
> line number as the old house owners took their number with them..
>
> Zen agreed to activate the BB in 5 working days but on requesting BT
> activation were given the following error :
>
> 'Unable to check incompatible products, please contact local support'
>
> Zen are suggesting I contact BT direct as there is nothing they can do.
> What does this suggest?
>
> Note : I have been on-hold and given up after 20 minutes waiting to speak to
> someone on BT's support (probably Friday night syndrome)
>

When was the line installed. It can sometimes take a few days for new
lines to appear in the wolesale database.

JP

simon wrote:
> "Chunky" <(E-Mail Removed)> wrote in message
> news:44245078.0@entanet...
>> Just bought a new house and requested Zen to set up my ADSL, I have a new
>> BT line number as the old house owners took their number with them..
>>
>> Zen agreed to activate the BB in 5 working days but on requesting BT
>> activation were given the following error :
>>
>> 'Unable to check incompatible products, please contact local support'
>>
>> Zen are suggesting I contact BT direct as there is nothing they can do.
>> What does this suggest?
>>
>> Note : I have been on-hold and given up after 20 minutes waiting to speak
>> to someone on BT's support (probably Friday night syndrome)
>>
>> Cheers
>>
>> Chunks
>>
> How do you think people in this group will be able to help you - just out of
> interest?
> You're unlikely to get anyone working for those companies to respond to you
> in a public group.
> I suggest speaking to the companies direct. You're better off sending email
> to companies as they respond faster.
>
>
Au contraire, mon ami

DACS *is not* an incompatible product, but does cause delays in ADSL
activation. Incompatible products would be along the lines of another
order on the line, alarm system, and so on. Always best to check with
BT Retail on 150.

--
Kind regards,

| James Bailey Broadband Solutions for
| Comms Team Leader Home &Business @
| PlusNet Plc www.plus.net
+ ------ PlusNet - The smarter way to broadband ------------

> Note : I have been on-hold and given up after 20 minutes waiting to speak
> to
> someone on BT's support (probably Friday night syndrome)

Update : I have spoken to BT and they have tested the line and found a
fault, strange because the phone works OK.

Engineer scheduled for Tuesday. Thanks to you all for your comments and
advice.

M

Marie wrote:

> Update : I have spoken to BT and they have tested the line and found a
> fault, strange because the phone works OK.

Yeah, the phone may work OK for voice calls, but for anything
else.....?
One can only presume you are of the ilk that if voice works, everything
else will....?

Just let BT deal. They are not the complete wankers some will portray
them as; at least, not the engineering side of things.