TESCO (NTL) Broadband - Fiasco - Update

A group member asked for more information re. my shocking encounter with TESCO
Broadband. Here's an update.

I applied for Tesco Broadband on the 24/9. At the end of the sign-up process I
was informed there would be a delay (they didn't say for how long), the excuse
- capacity issues with BT. Why when they undertook a Postcode search to
establish whether I could have broadband they didn't commu8nicate this "BT
issue" I will leave for the reader to decide!!

Least ways I then decided to cancel the registration - and I'm still trying!!!

I have sent 4 emails to 'Tesco' Broadband Support and have written to them
requesting that they (1) cancel my regigstration (2) free-up my telephone line
(once you have registered Tesco 'own' your line, which means that you cannot
switch to another ISP should you cancel until they 'give you back your line'.

To date I have had nothing but automated emails (the latest received today I
copy below) which seem aimed at raising my blood pressure. YES they are that
incompetent!!! . I dropped the 'real' Tesco and email yesterday informing them
of the position. I did ask them not to simply pass it onto Newport!!!! Then the
mail below is received. A thoroughly painful experience. Read on.....

From Tesco Broadband

"Dear Customer,

Thank you for applying for Tesco broadband on (xxxxxxxxxxx) .

What happens next?

Stage 1 - Local telephone exchange check
We've submitted your order to BT who will perform an initial check on your
local telephone exchange to determine whether it is capable of supporting
Tesco broadband. This currently takes up to 9 days, after which we'll send
you an email to confirm whether we can progress to Stage 2 of the
application process.

Stage 2 - Telephone line check
BT will perform some checks on your telephone line. This currently takes
up to 5 days, after which we'll send you an email to confirm we are able
to provide Tesco broadband to you and the target activation date provided
by BT.

Stage 3 - Modem despatch
If you ordered your free Tesco broadband modem when you applied for the
service, it will usually be despatched to arrive the day before your
target activation day.

Stage 4 - Confirmation broadband activated
As soon as BT have confirmed that broadband has been activated we'll send
you an email to confirm that you can begin surfing online with Tesco
broadband. Please follow the instructions contained in your modem pack
when installing your modem.

In some areas the number of customers applying for Tesco broadband has
been so big that BT have to add additional broadband capacity. This means
some customers will have to wait longer for Tesco broadband to be
activated. If this affects you we'll keep you fully informed by email.



What happens if you decide to cancel your application?

If you cancel your application 5 days or less before your order goes live
you will have to pay the charges outlined below. These charges are passed
directly to BT; Tesco does not control or benefit from these charges:

* If you cancel your order before your activation date has been given, via
the email outlined in Stage 2 there will be no cancellation charge
* If you cancel 3-5 days prior to your activation date you will be charged
£17.63
* If you cancel 2 days or less prior to your activation date you will be
charged £29.38

In the event that your application is delayed because we are waiting for
additional broadband capacity from BT you will be able to cancel your
application without charge.

To view the full Tesco Broadband Terms & Conditions go to
http://www.tesco.net/terms_conditions.asp

Regards

Tesco broadband team"

On 22 Oct 2004 07:57:30 GMT, (E-Mail Removed) (Idler) wrote:

>I applied for Tesco Broadband on the 24/9. At the end of the sign-up process I
>was informed there would be a delay (they didn't say for how long), the excuse
>- capacity issues with BT. Why when they undertook a Postcode search to
>establish whether I could have broadband they didn't commu8nicate this "BT
>issue" I will leave for the reader to decide!!

the answer is "Datastream". The BT line and postcode checkers
establish that there is ADSL in your area and available on your line.

NTL are providing Tesco broadband using Datastream where they have to
have a connection into your exchange. If you are the first person on
an exchange to request it, and NTL weren't already running a
connection on that exchange, then BT need to provide it.

So there isn't necessarily a capacity issue with the BT exchange
equipment, it may be an issue of NTL having no capacity in place for
their chosen method of connection.

Phil
--
spamcop.net address commissioned 18/06/04
Come on down !