Help Bt have cut our Broadband off

donnalou

Fours weeks ago. New neighbours moved in the flat next door. Bt decided to give them our phone number and send us a final bill then they cut our Broadband off. That was 3 weeks ago we have spent about20 hours on the phone trying to sort this out. We managed to save our phone line but the Broadband was cut off even though we were told it wouldn't be. We were told it'll be put back on a week later. When it wasn't after hours on the phone they have told us that the exchange is full and we will have to wait for a space to come avaliable this could take weeks.

I really don't know what to do, We have no cable in our area so we could only use a company that goes through the BT exchange. Its driving me mad!

Any ideas?

Thanks Donna

mhendo

Have you tried one of the LLU providers (as they use non-BT equipment in BT exchanges, hence aren't subjected to BT's capacity problems)?

Take a look at Be*, freedom2surf, UKOnline, Bulldog, Homechoice.


Also, check your exchange status here as it may show there are capacity issues, and any ETA on adding more ports/DSLAMs.

tigermatt

mhendo wrote:

Have you tried one of the LLU providers (as they use non-BT equipment in BT exchanges, hence aren't subjected to BT's capacity problems)?

Take a look at Be*, freedom2surf, UKOnline, Bulldog, Homechoice.


Also, check your exchange status here as it may show there are capacity issues, and any ETA on adding more ports/DSLAMs.

That is a great site for checking the status of exchanges. Thanks!

tigermatt

donnalou

for some reason that site thinks my phone number and postcode are in Sudbury Derbyshire I live in Sudbury Suffolk,

I have tryed another site https://www.samknows.com/broadband/checker and it does say that there is limited capacity. I cannot believe BT. I think its awful how they can treat customers like this. It is completly there fault that they cut us off, and we are expected to wait for them to update thier exchange, Or someone else get cut off ilke we were. We are also still under a years contract, but I would cancel it if I could find another company,If we signed up with someone else we would have to wait 10 days to be connected and then theres still no guarantee that we would be connected.

---lee---

donnalou wrote:

Fours weeks ago. New neighbours moved in the flat next door. Bt decided to give them our phone number and send us a final bill then they cut our Broadband off. That was 3 weeks ago we have spent about20 hours on the phone trying to sort this out. We managed to save our phone line but the Broadband was cut off even though we were told it wouldn't be. We were told it'll be put back on a week later. When it wasn't after hours on the phone they have told us that the exchange is full and we will have to wait for a space to come avaliable this could take weeks.

I really don't know what to do, We have no cable in our area so we could only use a company that goes through the BT exchange. Its driving me mad!

Any ideas?

Thanks Donna

Check the terms of your contract with BT. If you were volunteering to leave, they would probably demand that you give them 30 days notice. If you have kept up-to-date with your payments, they cannot just take the service away, claim it was an error and then refuse to reinstate it - no matter what the cost is to them. The fact that they have given your broadband slot at the exchange to someone else is not your problem, it's theirs to sort out.

Personally, I would write to them and ask that:

a) They reinstate your service as quickly as possible.
b) Compensate you for lost service (as they have disconnected you in error through no fault of your own), that is to say it’s not a technical problem.
c) Ask if there is there a formal complaints procedure to follow (and follow it).

Mention that you are prepared to complain to ofcom if you cannot get satisfaction.

Give them a time limit to respond (say 7 working days) and send your letter by recorded post or special delivery.

or, complain to ofcom now !

http://www.ofcom.org.uk/complain/internet/isp/other/

Lee.

PS. All other providers use the BT exchange and therefore you will not be able to get a connection anywhere else other than cable - so the only way forward is to complain and get your service reinstated.

donnalou

does anyone know what LLU means?
I've just
checked the same site again and I'ved copyed it below. I take it it means I can't use any of these companies
You are connected to the Sudbury (EASUD) telephone exchange.

The following table details the availability of LLU services at your location.

Bulldog is not available at your location.
HomeChoice is not available at your location.
Easynet is not available at your location.
Node4 is not available at your location.
Trilogy Telecom is not available at your location.

---lee---

donnalou wrote:

does anyone know what LLU means?

Local Loop Unbundled.

There are some useful guides on http://www.adslguide.org.uk .

mhendo

donnalou wrote:

does anyone know what LLU means?
I've just
checked the same site again and I'ved copyed it below. I take it it means I can't use any of these companies
You are connected to the Sudbury (EASUD) telephone exchange.

The following table details the availability of LLU services at your location.

Bulldog is not available at your location.
HomeChoice is not available at your location.
Easynet is not available at your location.
Node4 is not available at your location.
Trilogy Telecom is not available at your location.

No, it doesn't mean they are definitely not available. I used to use Samknown.com as a useful resource, but much of the info is out of date. To see if any of the LLU companies are available, go to the providers sites and use their own checkers:-
Be* https://www.bethere.co.uk/beonline/canBeHomeCan.do
freedom2surf http://www.freedom2surf.net/help/8mbfaq.php?question=0-0
UKOnline http://www.ukonline.net/broadband/
Bulldog https://secure.bulldogbroadband.com/bulldogshoppingcart/CheckNumber.aspx?searchtype=telno (tick the sneaky little box, to ensure you opt out of sales calls!!!)
Homechoice http://www.homechoice.co.uk/pcode/postcode.checker

If you get any of the above services, ask your friends if they are already customers, as they may be able to refer you and get themselves a saving on their next month's subscription.

Hope this all helps.

tigermatt

I don't think you will find many LLU services in smaller exchanges - it is mainly the larger ones.

tigermatt

withabix

I'd write to the chairman of BT and Ofcom, suggesting that as BT have F*cked up, they should be disconnecting the broadband service from the last customer to get it or one of their own offices (if they have one in Sudbury) and get yours sorted out. Either that or they could pay for a satellite ADSL service for your flat?

nearlyrich

That's just outrageous,:mad: I got 3 months free service for 2 days outage caused by BT incompetence (we transferred a DD from one bank to another) followed by weeks of lies and excuses so you should get about a year from this mate!