Now it's the BT phone line!

ahrimaniac

Why would BT help you if your ISP isn't them?

1jim

ahrimaniac wrote:

Why would BT help you if your ISP isn't them?

Because the fault is on the Broadband BT line, the line is maintained by bt and bt are supposed to fix the line
one addition is that most of the street have had this same fault and we are all with different isps and all of the isps seem to be having trouble getting BT to come and fix the fault

I would expect BT to help because its their line that is faulty

ahrimaniac

Yeah, but BT do their business through your ISP, and it is them they'll deal with, not their customers.

gt94sss2

1jim wrote:

is he the cheif exec of bt?

would you mind pm'ing me his email address as I am having a nightmare with my broadband connection, bt wholesale wond talk to me as they only talk to my isp but my isp say they cant chase up bt to find out when boradband will be fixed (in the last 6 weeks i have been able to use broadband for less than 7 days in total):mad: and am getting absolutly nowhere when i call the isp or bt

Yes, he is the CEO of BT but it sounds as if your ISP is leading you up the garden path.. they are able to call BT Wholesale and find out the status of faults and fix dates etc.

Also, if its a line fault (rather than slow speeds/contention etc) then BTW do not take 6 weeks to try and fix it once they are awre of it - they are normally *much* quicker (after the ISP reports it to them)

As others have mentioned, your broadband contract is with your ISP not BT, so Ben Verwaayen can't really help you - I would suggest chasing your ISP (you don't say who it is) and:

a) make sure you get your money back for the period of no service from your ISP
b) ensure that the ISP has actually told BTW there is a line fault and get the expected fix date or date the engineer is coming out to have a look

Finally, if I was you.. I'd be looking at a new ISP (whoever you are with)

Regards
Sunil
PS: as I say not that its likely to help but its firstname.surname@bt.com

1jim

I know the contract is with my isp (Virgin.net) but they do not seem to be able to get any more info from BT, they say that a special faults team is looking into it but they say they cant (and perhaps it is wont) find out anything else untill BT get back to them, to be fait bt have fixed the line within 2weeks on every occasion but it lasts a day and breaks again, this is pretty much the experience of everyone on broadband who live on our road (around 50 houses). I have got a Mac code and passed it to AOL (purely for the reason that i have a national tech support number for them rather than the 25p/min one for virgin).
As i say i have been on to virgin re this and have got nowhere, my neighbours are all with different isps and cant get BT to remedy the faults or at least say when they will look at it, it seems that each isp looks at the problem in isoloation (as it only affects 1 of their customers) and no one is seeing the bigger picture of how many people are affected

thanks for the email tip, dont expect to get that far with it but at least can register my and (my neighbours) frustrations

gt94sss2

Sorry - I missed the fact that your fault is also affecting lots of other people (on different ISP's etc) in your street etc,- as such it could well be worth dropping the CEO a polite email asking him what the status of the repair etc is - no doubt he will ask someone to look into it and get back to you.

I've never emailed him (no reason too) but I understand that he is quite good at dealing with such emails...

Regards
Sunil

1jim

dont suppose you know the email address for virgin nets ceo?
might as well copy him/her in on the email as well
thanks
jim

gt94sss2

1jim wrote:

dont suppose you know the email address for virgin nets ceo?
might as well copy him/her in on the email as well

NTL own Virgin.net - I doubt copying anyone there will do any good though.

Regards
Sunil

1jim

thanks
have just had a reply from the bt ceo, says he will ask BT Openreach what is going on, got the reply within 1hr of sending the email, if he can get to the bottom of this i might just move all of my custom back over to bt, will keep you updated
thanks
jim

Carl.

gt94sss2 wrote:

Why did this lead you to request BT to change your telephone number?

I am very zealous about my phone numbers and don't give them out to anyone. People in general are given my VoipIn number because it means when I don't want to be bothered, I don't have to be.

At present a family member is terminally ill and the main line needs to be kept as clear as possible for incoming calls and every time the number is withheld, I am expecting the hospital to be on the other end as they are the only people who call me withheld who I have given it too.

The person who my number actually went through to called me withheld so you can imagine what thoughts were going through my mind before I answered. I can live without that stress and god knows how many people the old number actually went through to without my knowledge who could call withheld.

gt94sss2 wrote:

Hmm - why can't you use your BT landline for these calls? (i.e. why are you using a mobile to make these calls?) At least that way the charges will appear on a (single) BT bill and they can simly credit you the amount (assuming they agree they are at fault)

When I originally contacted BT I asked them if they would guaruntee that I would be creditted the difference between BT rates and CPS rates so that I was not out of pocket. They were unable to do this and rather than risk being liable for a huge phone bill at the end of it, I decided to use pre-paid services so there is no chance of that.

If you think that is stupid then so be it, but 100mins to mobile at peak time on CPS would cost £1 whereas the same on BT (option 1) would range anywhere from £15 to £23 I believe. Even with the 0844 override you're still looking at 4 times more expensive.