Problem with getting o2 home broadband on my new line

born_again_saver

The O2 retentions team recently offered me home broadband at £2.50 per month as part of the deal to get me to stay with them.

I've just moved home, and my new BT line was set up just over a week ago. I've contacted O2 this week to get the broadband set up, and they are still willing to honour the deal offered. However, my new phone number is not showing up at all on their database, so they say they cannot connect me. They have referred the problem to their IT team in case there is a problem with their database which is preventing my number from showing up.

I've tried contacting BT as O2 advised to get this sorted out, but they frankly don't seem to have a clue - you know when you talk to about five people who all seem generally clueless? So BT have told me there is no problem with the phone line or with getting broadband set up on it from another provider. But there clearly is something amiss, as O2 can't connect me.

This is all a bit infuriating, as I really want the O2 deal, and I'm desperate to get the broadband up and running. I suspect the problem may lie at BT's end. I wasn't very happy with the way the whole home move process was handled this time around, it took several lengthy calls to mostly clueless advisers to sort it out, with previous moves I've made it was always a really quick and straightforward process. Perhaps they've not completely activated my number?

I've gone ex-directory with BT for the first time too, would this make any difference to O2 being able to find my number? Or should I suspect O2 are just making it difficult for me to get their broadband, and reluctantly go somewhere else?

Any advice/help would be much appreciated.

PaulK_3

How recently did you move? It takes up to a week for the new info to hit the database that BT use for ADSL installations. Until your number hits the database nobody can order ADSL against it.

born_again_saver

Hi Paul, thanks for your reply.

The line was activated last Wednesday 6th August at approximately 1pm. It's a pre-existing line and number, the line was reactivated with no charge, and I had a call for a previous tenant on it the other day.

I'm now thinking about a quick call to another ISP to see if they get the same problem, as that would confirm whether the number is on the ADSL database you refer to, presumably.

bill888

See if your number appears here. This is same database that ISPs have access to.

http://www.adslchecker.bt.com/pls/adsl/adslchecker.welcome

Imho, you should have requested BT to assign a new (obsolete) telephone number to the existing line. I recall the new number was added to the database within 24hrs when I moved into my current home a few years back.

PaulK_3

If it was activated last week then it should definately be in the database by now, call them back and if it's not on there ask what has happened.

born_again_saver

Thanks Bill. My number is working OK using the BT checker you posted, and it is also working with the online checkers on the websites of a couple of other ISPs. The checker says I can get broadband on the line up to 6-8mbps.

The O2 online checker is still not working for me, though - it says there is 'a technical problem' :mad: So I'm guessing the problem has to be at O2's end.

Anyone technically minded and/or who works for O2 out there, please help!

The next best deal for Broadband I can find is with Plusnet for £9.99 per month, but it's really nowhere near as good as O2's offering, with a lower download limit and you have to pay a bit extra to get the wireless router (as opposed to a standard one port router). I only got the BT line so I could take up the O2 deal, really wishing now that I'd looked at mobile broadband instead. But BT have locked me into 12 months on the landline, saying that's now their minimum contract length, even though it was a home move and continuation of my service with them. I was convinced this couldn't be right but they insisted it was, have they pulled a fast one on me?

born_again_saver

Thanks Bill. My number is working OK using the BT checker you posted, and it is also working with the online checkers on the websites of a couple of other ISPs. The checker says I can get broadband on the line up to 6-8mbps.

The O2 online checker is still not working for me, though - it says there is 'a technical problem' :mad: So I'm guessing the problem has to be at O2's end.

Anyone technically minded and/or who works for O2 out there, please help!

The next best deal for Broadband I can find is with Plusnet for £9.99 per month, but it's really nowhere near as good as O2's offering, with a lower download limit and you have to pay a bit extra to get the wireless router (as opposed to a standard one port router). Or Orange are offering £6 for 3 months/£12 after with wireless router but with an 18 month contract which I'd rather not commit to.

I only got the BT line so I could take up the O2 deal, really wishing now that I'd looked at mobile broadband instead. But BT have locked me into 12 months on the landline, saying that's now their minimum contract length, even though it was a home move and continuation of my service with them. I was convinced this couldn't be right but they insisted it was, have they pulled a fast one on me?

bill888

It sounds like O2 do not have an 'up to date' copy of the 'database' yet.

Try your phone number at www.bethere.co.uk (o2 own Be)


If you know the name of the telephone exchange, check you can get 'o2/BE LLU' broadband at www.samknows.com

AndysDad

born_again_saver wrote: »

The O2 retentions team recently offered me home broadband at £2.50 per month as part of the deal to get me to stay with them.

I've just moved home, and my new BT line was set up just over a week ago. I've contacted O2 this week to get the broadband set up, and they are still willing to honour the deal offered. However, my new phone number is not showing up at all on their database, so they say they cannot connect me. They have referred the problem to their IT team in case there is a problem with their database which is preventing my number from showing up.

I've tried contacting BT as O2 advised to get this sorted out, but they frankly don't seem to have a clue - you know when you talk to about five people who all seem generally clueless? So BT have told me there is no problem with the phone line or with getting broadband set up on it from another provider. But there clearly is something amiss, as O2 can't connect me.

This is all a bit infuriating, as I really want the O2 deal, and I'm desperate to get the broadband up and running. I suspect the problem may lie at BT's end. I wasn't very happy with the way the whole home move process was handled this time around, it took several lengthy calls to mostly clueless advisers to sort it out, with previous moves I've made it was always a really quick and straightforward process. Perhaps they've not completely activated my number?

I've gone ex-directory with BT for the first time too, would this make any difference to O2 being able to find my number? Or should I suspect O2 are just making it difficult for me to get their broadband, and reluctantly go somewhere else?

Any advice/help would be much appreciated.

What sort of deal were you on, for o2 to offer you Broadband for £2.50/ month sounds like a fantastic deal,when you get it!!

born_again_saver

O2 offer the broadband at £7.50 per month to their customers anyway, so it's only an extra £5 per month off. They also put me on Simplicity 15 for £10 per month instead of £15 for the first six months - it's the sim only 30 day contract option with 200 mins and 400 texts, and free O2 to O2 calls.

I'm now starting to think the broadband deal is just a myth though! I'll try to call O2 a bit later, didn't get a chance yesterday. I'm still having no luck with my number on the O2 online checker. I tried the Be checker as suggested, and it said 'We are expecting to enable your exchange in Oct-2007.' Oddly that was last year... I also checked on Samknows and it said my exchange IS O2/Be LLU enabled.

davidmcg2u

born_again_saver wrote: »

O2 offer the broadband at £7.50 per month to their customers anyway, so it's only an extra £5 per month off. They also put me on Simplicity 15 for £10 per month instead of £15 for the first six months - it's the sim only 30 day contract option with 200 mins and 400 texts, and free O2 to O2 calls.

I'm now starting to think the broadband deal is just a myth though! I'll try to call O2 a bit later, didn't get a chance yesterday. I'm still having no luck with my number on the O2 online checker. I tried the Be checker as suggested, and it said 'We are expecting to enable your exchange in Oct-2007.' Oddly that was last year... I also checked on Samknows and it said my exchange IS O2/Be LLU enabled.

Hi,

I have just posted on the mobile thread regarding the O2 braodband. I got my O2 simplicity reduced to £10 for 6 months & was offered the BB for £2.50 per month too.
I asked for time to think about it then I was then offered it for free - yes free.
That was 2 weeks ago - I received my equipment on Monday past & was connected yesterday. I also spoke to the O2 BB call centre & found them helpful too.
I'm happy with it - early signs are good - good equipment & connection speed.
David