Got new BT line only to find out line is too long!

whitedot

Just wondering if anyone has any experience of the following.

I used the £29.99/18 months contract offer to get a new line from BT, solely to use for internet access. Before I ordered the connection I used my neighbour's number to see what kind of speed I would get, using the Samknows checker. We live in a block of flats, so I assumed the line length would be something similar if not exactly the same.

It was installed and only now I'm now informed the line is too long to receive any broadband service at all.

Do I have any sort of comeback with BT? I suppose they've provided a phone line as I asked, but appears it is useless in terms of broadband; do I have a chance of a refund? Why is my line so much longer than someone else in the same block?

Any advice would be appreciated.

oldagetraveller

Did you check availability using your own postcode rather than a neighbour's 'phone number. I think that is possible using Samknows?
Who has advised the line is too long?
Check using your postcode and if the checker states that you could/can receive broadband then tell BT you ordered on that information.
I'm sure BT have their own availability checker as well. In fact, here you are http://www.adslchecker.bt.com/pls/adsl/adslchecker.welcome postcde links are on the page.

whitedot

Good point; yes I checked the postcode too but I think you're right and I'll have more chance complaining on that basis.

FWIW the postcode checker on BT's site says I can get up to 512kbps, whereas the phone number checker on the same site (your link) says it's 'very unlikely' I can even get 256kbps.

whitedot

Something else that's confused me is that for the first two days BT's own checker didn't say it was 'very unlikely', even on my new number.

Is it normal for the results to be changing on a daily basis? Especially when they're getting worse...

Browntoa

got the feeling that the terms and conditions for a new line only promise speech

http://www.productsandservices.bt.com/consumerProducts/dynamicmodules/pagecontentfooter/pageContentFooterPopup.jsp?pagecontentfooter_popupid=13408#TBST

1. The BT Total Broadband Anywhere service may be affected by geographic, atmospheric or other conditions or circumstances beyond our control.
2. The BT Total Broadband Anywhere service is not available in all parts of the United Kingdom or in all other countries, and may be restricted to certain areas within those countries where service is available.

spud17

whereas the phone number checker on the same site (your link) says it's 'very unlikely' I can even get 256kbps.

Just a thought, you have a new line, perhaps you have inherited an old number, which is still on the system as existing somewhere even further away.

withabix

Place a broadband order. That's the only way to tell for sure. You won't get charged/contracted if a service cannot be provided.

I agree with the post above - your number is probably on their system as being somewhere else.

If it checks out on postcode and a neighbour's number , you should be OK.


Bt only guarantee voice service , so you've no chance of a refund.

whitedot

Thanks guys, I'm feeling a little more positive about it now.

It's a new connection but to an existing line, so I imagine it's very possible I've simply got someone else's database/system results. The line has a tag on it too apparently, so surely this means the previous user had broadband in some capacity?

I'm not really looking for a refund (sounds out of the question anyway); I want the service.

Just a quick further question - if I place a broadband order will the ISP be able to tell me there and then if it's possible, or will they just try to activate it and I'd just have to wait and see if it works?

withabix

They will try to activate it, as that is the only way they will be able to tell, apart from the case of their being no ADSL provision in the exchange to start with (which is still the case in a few places),

Most ISPs only re-sell BT's service in some form or other anyway.

A few install their own exchange-level hardware, but the result will still be the same.

whitedot

Cheers, I will go ahead and try ordering then.

I was worried about being tied into ANOTHER contract if it's not possible, that's all.

PaulK_3

It takes a set number of days for the database to update so you are probably seeing old info as others have stated.