O2 BB disconnected after changing number

chicnolan

BT number changed this Monday and BB disconnected immediately after new number took effect. Called O2 and was told there is fault on the line, they have faxed BT for this, but no time scale could be given. Also tested the line but there was no fault found and BT later called me to confirm there was no fault at all, suggested to contact BT Wholesale directly by O2, as requests by indivisuals would not be accepted. I just wonder whether this situation means there is a tag on the line or anything else. O2 may not realise the real problem cuz their second line team called on my BT number to check whetehr my line is working. I'm very desperate and please give me some advice. Thank you.

macman

Is this simply a number change, or have you changed call/line rental provider away from BT?
Did you advise O2 prior to the number change that this was being done?

spike7451

You changed your number therefore your line more than likely had to be reprovisioned so that means mew tie pairs for your phoneline |&,as the would'nt have been a broadband order they have'nt connected your broadband back up.

kwikbreaks

Are you sure on that? I thought that changing a number was just a keyboard job.

spike7451

kwikbreaks wrote: »

Are you sure on that? I thought that changing a number was just a keyboard job.

Yes.
Working in the telecommunications industry since 98,I have rejumpered countless phonelines for this very reason,albit with NTL/Virgin however the provisioning systems used by VM/Cable are virtually identical to those used by BT.
I have also came across this when working in Sky braodband's tier 2.

System

BT have always stated that any change to a line such as change of name (with the exception of bereavement) or change of tel number will cause an ADSL cease.

chicnolan

Thank you guys though I don't know what to do next. I didn't change anything except the number, BT remains the provider. It's very annoying as O2 could not give a time scale which made me feel very hopeless. I will call them tomorrow, cannot wait any more.

chicnolan

By the way, I noticed O2 the day my number changed as O2 always don't accept any number inactive, I've tried before and was told 'Please contact us when your new number becomes active.' Even this time, the guy on the phone let me call again the next day as this number was just activated and there must be a delay for 24 hours which he claimed to be a technical issue that he could not deal with.

spike7451

The's normally a 24hr delay from when the number becomes active to when it appears on BT's database,you can check it here:

http://www.btwholesale.com/pages/static/Community/Broadband_Community/Coverage/ADSL_Availibility_Checker.html#

You can also ask O2 broadband to carry out a 'Tags Check' on your line.This will tell you whos'if any,broadband marker tags are on your line.

iniltous

When BT renumber a line, they prefer to do an in cluster renumber as these can be done in software ( say 0100245999 to 0100245666 )as it doesnt need a visit to the exchange (so is cheaper), however if a customer wants a specific number (say a home mover who wants to bring a number with them from their old address within the same exchange area) then this could be 'cross cluster' and would need a visit to the exchange by an engineer.
If your renumber was cross cluster then its possible that when your line was 'renumbered' by an engineer, the broadband connection wasnt reconnected after the engineer 'renumbered' your line, if the renumber was in cluster then it is just a software change (a few strokes on a keyboard) so nothing gets touched manually and this would suggest a problem with O2, however unless your old number and new number are within the same 000-999 block as in the above example, which will always be in cluster, you the end user cannot tell if the renumber was in cluster or not, is your new number similar to your old number ? even if your renumber was cross cluster it could still be an O2 problem not a guaranteed BT problem, but as BT only supply telephony, any call to BT would only be looked at from a telephony point of view, so even if the renumber cocked up your broadband O2 need to get it sorted out using a fault report on the broadband

chicnolan

Thank you guys. My new number and old number only share the same area code, nothing else, so I don't think they look similar at all. Called yesterday and there was no progess at all, even O2 didn't know what is wrong with my line and they still waited for the feeback from BT Open reach. I mentioned whether there is a tag on the line and was denied by the second line team guy. If this situation continues, can I cancel my contract without early cancellation charge? I cannot wait forever!