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Internet down for nearly a month... FAO jamesbailey

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Internet down for nearly a month... FAO jamesbailey

Regarding my fault question no. 20955695 our internet has been down for nearing a month. Apparently the reason for this is due to when i moved house, as apparenly BT didn't do something at their end and eventually deleted our ADSL account. This all sounds a little strange though as the internet worked fine at my new address for nearly 3 months! I don't understand why it takes this long to fix our account with BT or create a new one if need be as i'm sure its a lot quicker than this to get the internet up and running if you're a new customer! I can't get through on the phone (unless i've got a spare 3 hours to listen to songs such as 'Car Wash' or something by 'Seal') and when i'm supposed to get a response on the online fault tracking query i either get the same 'sorry, check tomorrow' or nothing at all. Can someone take a look at question and actually breakdown whats whrong (ie why it worked and then didn't) and why it is taking so long.

Thanks
17 REPLIES
James
Grafter
Posts: 21,036
Registered: 04-04-2007

Internet down for nearly a month... FAO jamesbailey

On the assumption that your details are correct at our end, I can confirm that there is definitely no broadband service on that telephone number (ending 1626).

Have you been given any indication as to why exactly service was removed from your telephone line?
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Internet down for nearly a month... FAO jamesbailey

i'll copy and paste what they told me on 9th January

Quote
BT have advised that the original order from October was canceled by them in error, however this was not reflected by their systems which is why we were led to believe the order had been completed successfully. We have not submitted an order to them as a CRF (customer requirement form) we will check in 48 hours to ensure that it is progressing.
James
Grafter
Posts: 21,036
Registered: 04-04-2007

Internet down for nearly a month... FAO jamesbailey

Right.

Quote
We have not submitted an order to them as a CRF (customer requirement form) we will check in 48 hours to ensure that it is progressing.


That looks like a typo which should say "we have now" which suggests that we have sent them a manual order form which should result in their (BT) processing an order for you shortly.
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Internet down for nearly a month... FAO jamesbailey

how long does something like this usually take?

cheers for your help by the way
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Internet down for nearly a month... FAO jamesbailey

still no update on my fault number 20955695....
James
Grafter
Posts: 21,036
Registered: 04-04-2007

Internet down for nearly a month... FAO jamesbailey

Hi,

I've just asked Adam in our Provisioning Team to chase this for you. He's one of our most senior Prov guys and knows pretty much everything there is to know.

It's a pretty bizarre fault though for BT to do what they have done.
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Internet down for nearly a month... FAO jamesbailey

thanks James.

Yeah its its weird one... don't suppose there is anyway of me contacting the right people in BT to chase them is there?
James
Grafter
Posts: 21,036
Registered: 04-04-2007

Internet down for nearly a month... FAO jamesbailey

Afraid not. BT Wholesale will only speak to their customers (ie: us).
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Internet down for nearly a month... FAO jamesbailey

yeah thought it might be the case, ah well, thanks again
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Internet down for nearly a month... FAO jamesbailey

how longHuh is this normal? our internet went down before xmas!

Quote
Dear Mr Skinner,
We have now placed a provide order on your new line. Your broadband will be enabled on: 23/01/2007
James
Grafter
Posts: 21,036
Registered: 04-04-2007

Internet down for nearly a month... FAO jamesbailey

Unfortunately so.

This suggests that BT botched up the manual order request that we sent them and have now placed a fresh order which takes 5 working days to complete.

I'd have no issues refunding you for your period of downtime once you're up and running again.
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Internet down for nearly a month... FAO jamesbailey

that was going to be my next question lol. SHould i come through here to get the refund? or should i attempt the phone line?
James
Grafter
Posts: 21,036
Registered: 04-04-2007

Internet down for nearly a month... FAO jamesbailey

Raise a ticket for my attention once you're up and running again.
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Internet down for nearly a month... FAO jamesbailey

Thanks James, you've been a lot of help!