Should it take 10+days to set up or change broadband

Discussion in 'Broadband' started by fred, Oct 27, 2008.

  1. fred

    fred Guest

    I'm looking for opinions and advice on how to speed up the process of
    changing or setting up broadband.
    For years I though I had AOL broadband, when the speed dropped last
    week I started the long and painfull process of trying to find out
    what went wrong. The answer it appears is that I never had broad band!
    Silly me, thinking that if a company sends you software, a modem with
    their name written on it, charges you & allows you to log on in
    broadband they are your provider. Apparently they sent all the stuff
    but never got round to changing my details over to broadband and they
    still think my line is dial up!
    Now here's the problem, I can't get AOL to set up broadband becasue
    there is a "tag" on the line.
    I can't move to another supplier because I need a MAC.
    I can't get a MAC from AOL becuase they say they never supplied me
    broadband & BT Retail are the supplier. BT say BT retail "are not
    customer facing" and won't talk to me and that AOL are the supplier.
    Eventually by pretending to be a new customer trying to set up
    broadband with AOL they discovered that they had placed the tag on the
    line. Now I don't know what a Tag is but apparently it takes 10 days
    to "physically" remove it so I'm thinking is must be granit or cast
    iron.
    I can't make an formal complaint in writing to AOL becuasee they
    won't tell me the address to send complaints to!
    I can't complain to BT becuase it's not their fault.
    I can't complain to Ofcom becuase they say they don't investigate
    consure complaints.

    Any ideas?
     
    fred, Oct 27, 2008
    #1
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  2. I have previously written to Charles Dunstone for his personal
    attention. I never even received an acknowledgement let alone a reply.
    One letter enclosed a cheque which was cashed so I know it was received.

    It took me a long time to get a tag removed when I bought this house
    because BT would not talk to me and insisted to my ISP that there was no
    tag on the line. After various complaints it transpired that BT's
    records showed no tag on the line but they eventually confirmed that
    there was from a previous failed set-up attempt.

    At least it appears things are finally moving for you. I was on dial-up
    for 2 months.
     
    Invisible Man, Oct 27, 2008
    #2
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  3. fred

    Graham. Guest

    Based on your IP 80.229.134.62 your current ISP appears
    to be Plusnet.
     
    Graham., Oct 27, 2008
    #3
  4. fred

    Graham J Guest

    There's no cost or hassle free way to do this.

    Apply to BT for a new line. Have its master socket placed at the most
    convenient location in the house. Get the ISP of your choice to provision
    this line with ADSL. Tell everybody your new phone number and email
    address. Then cancel the original line.
     
    Graham J, Oct 27, 2008
    #4
  5. fred

    Eeyore Guest

    fred wrote:

    The straight answer is NO.

    If you're with a crap provider (wasn't prepared to read all that stuff)
    then they WILL make it as difficult as possible for you. For that read any
    of the major 'retail' providers.

    Graham
     
    Eeyore, Oct 27, 2008
    #5
  6. fred

    Eeyore Guest

    Agreed.

    Apparently the OP doesn't know who his ISP is and is asking the wrong people
    /companies !


    % Information related to '80.229.128.0 - 80.229.191.255'
    inetnum: 80.229.128.0 - 80.229.191.255
    netname: PLUSNET-DIAL-ADSL
    descr: PlusNet plc.
    country: GB
    admin-c: PLUS1-RIPE
    tech-c: PNET2-RIPE
    status: ASSIGNED PA
    mnt-by: MAINT-AS6871
    source: RIPE # Filtered
    role: Plusnet Hostmaster
    address: PlusNet Plc
    address: Internet House
    address: 2 Tenter Street
    address: Sheffield
    address: S1 4BY
    address: UK
    phone: +44 114 2200084
    remarks: trouble:
    remarks: ------------------------------------------------
    remarks: Please do NOT e-mail abuse to the contacts given
    remarks: here, e-mail them to instead.
    remarks: All email sent to other listed addresses will
    remarks: be deleted!
    remarks: ------------------------------------------------
    remarks: Network Status and Information Page:
    remarks: http://status.plus.net
    remarks: http://monitor.plus.net
    remarks: http://support.plus.net
    remarks: ------------------------------------------------
    remarks: Support 24*7 Phone: (UK) 0845 140 0200


    Graham
     
    Eeyore, Oct 27, 2008
    #6
  7. fred

    Eeyore Guest

     
    Eeyore, Oct 27, 2008
    #7
  8. fred

    Eeyore Guest

    You're an IDIOT. You are a customer of Plusnet.

    Graham
     
    Eeyore, Oct 27, 2008
    #8
  9. fred

    Walter Guest

    If he posted from someone elses pc it would make you the idiot
     
    Walter, Oct 27, 2008
    #9
  10. fred

    Eeyore Guest

    That should be reported to Oftel ask them to impose a BIG FINE.

    Graham
     
    Eeyore, Oct 27, 2008
    #10
  11. fred

    Eeyore Guest

    He's still an idiot for being an AOL / Talk Talk customer and not
    knowing broadband from dial-up.

    Graham
     
    Eeyore, Oct 27, 2008
    #11
  12. fred

    Graham. Guest

    He'd be 3 years too late if he did.
     
    Graham., Oct 27, 2008
    #12
  13. fred

    David Guest

    Get connected to cable?
     
    David, Oct 27, 2008
    #13
  14. See:
    http://www.ofcom.org.uk/consumeradvice/internet/customer_service/tagonline/tagremoved/
    What to do?
    Decide on your next ISP.
    Order service from them and tell them there's a tag on the line.
    They should push BT to get the tag removed.

    George
     
    George Weston, Oct 28, 2008
    #14
  15. fred

    Eeyore Guest

    The number of companies refusing to publish their addresses is getting
    to be absurd.

    Graham
     
    Eeyore, Oct 28, 2008
    #15
  16. fred

    Woody Guest

    Legally, if asked, any trading Company must tell you their address to
    which legal notices and documents can be delivered.

    Threaten them with Trading Standards and/or the Daily Mail/Express and
    you might get somewhere. For that matter contact Trading Standards, they
    may well have such an address.
     
    Woody, Oct 28, 2008
    #16
  17. fred

    fred Guest

    I posted from my work PC, not my home PC.
     
    fred, Oct 30, 2008
    #17
  18. fred

    fred Guest

    After looking on various websites including Ofcom this is a common
    problem & I haven't managed to find a solution posted anywhere.

    Ofcom state on their website that they don't investigate consumer
    complaints so they're not much help

    AOL wanted 14 days to remove the tag from the line, however when I
    insisted they give me a MAC code after several arguements they gave it
    a go and I now have a new broadband supplier starting monday!

    It appears that the fastest way to solve this is to get the company
    who put the Tag on the line to generate a MAC code. They may refuse,
    they may say it's not necessary but if you insist they can.
     
    fred, Oct 30, 2008
    #18
  19. fred

    Joan Archer Guest

    Not everyone is in a cable area.
     
    Joan Archer, Oct 30, 2008
    #19
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