BT persistent excuses

doodlesmum

Here's my story which is now just totally driving me to the point of no return so to speak .After being with Plusnet paying more for being rural and persistent drop out in service I decided to go to BT .We are limited to who will provide unlimited In our area.
Order went in 26th Sept 14 and activation date 13th Oct well that has been and gone and I have had various "excuses " system cancelled order,technical fault it is open reach's fault now currently standing by end this week :whistle.With us no Internet means no internet we get no mobile wifi.My son needs it for college homework and I need it as I use it for work.
I have spent hrs on the phone got no where BT just really don't seem to give two hoots :mad:.
Anybody else had this and what did you do I am really past point of of getting mad just despair that they will ever put it on .Apologies if I get replies and I don't answer for a while I only get Internet if I am at least 3 miles from home , thanks to BT.

iniltous

Did you have line rental and broadband with Plusnet ( a BT business ) and move both your line rental and broadband to BT using a migration authorisation code (MAC) ? If you did then all that should happen is ,at mostbsome work in the exchange, sometimes not even that..no Openreach visit should be needed, and if the line from the exchange to your property was OK with Plusnet there us no reason why it would be any different with BT Retail...
usually you wouldn't lose the old broadband until you are physically moved onto the other providers equipment in the exchange, if you have no dialtone or broadband it seems as if you were disconnected from Plusnet but not reconnected to BT...you did ask for the existing line to be migrated didn't you, or did you order a 'new' line ?

doodlesmum

Hi iniltous, yes we had both line rental and broadband with Plusnet according to BT it was just straight swap from plusnet to them.Plusnet disconnected on the 13th and BT just hasn't come on yet.We have the home hub but no Internet and excuses have ranged from order stuck in system then system cancelled it ,technical fault and latest it is open reach fault.We have a small village exchange asked if it can cope all traffic according to BT yes it can .Neighbour across road was in same position they are now connected but we still are not .Our phone line is also now with BT that did swap on the activation date or has done as far I know as it is working .

BT_company_representative

Hi doodlesmum,

I'm really sorry about the delay getting you connected. Please send us your order details using the contact info in my profile and we'll be happy to help.

Thanks
Neil

doodlesmum

Unless you can work mirales Neil I don't see an end to me having to wait it out until the 3rd Nov no one at BT seems to be able to get us connected even though we are a "priority " .Afraid I take anything BT say now with a huge pinch of salt 15 days of pure messing about and hrs on the phone in my lunch break and after work not impressed .

parttimeskint

Did you yourself call plus net to cancel your service or did you only call and ask them for a MAC to give to BT?

doodlesmum

We did it online and we had confirmation of cancellation with Plusnet and BT confirmed they were activating service on the 13th Oct it was supposed to be straight provider transfer.BT never requested the MAC code from us just said it be straight swap.

spyhunter

doodlesmum wrote: »

.BT never requested the MAC code from us just said it be straight swap.

BT wouldn't need a MAC as your line and broadband were with Plusnet and were being transferred to BT at the same time.

This is a new process known as SIM 2 and no MAC is needed when your line and broadband is being transferred at the same time as part of one order.
This applies to WLR3/SMPF and full LLU/MPF lines

The gaining provider (BT) is supposed to sort everything for you.

MAC's are being slowly phased out and soon there will be no need to get one at all. Clearly more work is needed on this process.

As the line has already changed to BT all you can do is chase up the broadband provision order with BT or cancel and go elsewhere.

parttimeskint

spyhunter wrote: »

BT wouldn't need a MAC as your line and broadband were with Plusnet and were being transferred to BT at the same time.

This is a new process known as SIM 2 and no MAC is needed when your line and broadband is being transferred at the same time as part of one order.
This applies to WLR3/SMPF and full LLU/MPF lines

The gaining provider (BT) is supposed to sort everything for you.

MAC's are being slowly phased out and soon there will be no need to get one at all. Clearly more work is needed on this process.

As the line has already changed to BT all you can do is chase up the broadband provision order with BT or cancel and go elsewhere.

SIM 2 process isn't due to be in place until next year and ISPs have been given a grace period until then. currently ISPs are still transferring using a Migration Authority Code and if you don't use the MAC, what gaining providers seem to be doing is just taking over the line, to cancel the services with the losing provider, and then ordering broadband on their own service leaving customers for at least 2 weeks without a broadband service.


In some cases, by not using the MAC and providing what they call a new line instead, there is technically no losing provider and if the customer had an LLU service, that LLU provider may never know you have actually changed and continue to bill.


Not a great experience for us, the customers.

spyhunter

parttimeskint wrote: »

SIM 2 process isn't due to be in place until next year =

BT Retail are using the SIM2 process already and have been for the last 12 months.