Problem with 02 broadband installation - blaming BTOpenreach help!

lucy102

Hi - I hope someone suitably techie might be able to help.

This is to do with a continuing saga trying to get O2 broadband for my mother.

After a series of mistakes (boxes not being delivered, wrong information being given), rude customer service (except from one very kind man) and hours and hours of calls over the course of a couple of weeks now, my mother (Mac user - new iMac) finally got her box on Tuesday and I am told over the phone and texted by O2 that her line will be live on 1st Dec.

So... yesterday she goes through with O2 tech support and sets it all up at home... only to be told that there is a fault on the line and that it isn't scheduled to be fixed before 16/17 Dec.

Their exact description of the 'problem' is:

There is an 'open order' to fix a 'faulty ADSL block'. The exchange is the Marlow one by the way.

My mother has actually had broadband with NDO/Namesco for years with no problem (so wish we hadn't changed) so I just do not understand how there can suddenly be a problem on the line with O2 and not any other provider.

I rang BT to ask if there was a problem on the line and they told me there definitely wasn't... although I didn't have much faith in the customer services person I spoke to there either.

My parents are elderly and disabled and I would really like to get them sorted out as soon as possible as the internet has become a lifeline for them.

What I would like to ask anyone out there, is if this does seem like a reasonable excuse from O2, whether it might actually be fixed by the 17th (and won't drag on) or if we should go back to the old provider or try another.

Any help would be very gratefully received... and I would also say not to go near O2 right now for broadband if my experience is anything to go by....

spike7451

It is possible that the is a fault on the broadband circuit that you have been provisioned with.It may be able to be solved by doing a 'Tie Pair' switch in the exchange & connecting you to another circuit.
In the exchange the are banks & banks of connections,line cards & DSLAMS ect.It is quite common for one of them to go faulty & affect only one customer or a whole range of customers,depending on what part has gone faulty.
Problem is BT openreach do the work on behalf of your ISP &,in my experience,as you are not a BT customer,you are not as high a priority as a BT customer.

lucy102

Thank you so much for that... I will bring that up with O2 next time I can face another call!