Post Office Broadband & Home Phone

Drunkstar

Exprog:

when a line is ordered to leave BT we can only cancel with the use of an Unfair Trading Form. the form basicly says (in the case of a Post Office style line) that if the order was above board then we can only cancel under the condition of the other company failing to cancel after the customers request.
This can only be done during the 2 days before the order goes ahead (except on an LLU line where its before the 2 days).

If the PO have placed the cancel but its not gone through fully yet then what can we say? :P But BT advised you right.

exprog

Drunkstar wrote: »

Exprog:

This can only be done during the 2 days before the order goes ahead (except on an LLU line where its before the 2 days).

If the PO have placed the cancel but its not gone through fully yet then what can we say? :P But BT advised you right.

Drunkstar:

Thank you for the information.

However, the letter from BT says:

"If you have not agreed to this transfer of your telephone service or you have changed your mind please contact us on the number below before 4pm on 17 December, and one of our advisors will be happy to help you."

There is nothing about any two days, nor was I so advised when I phoned BT. The impression given was that I should be phoning at virtually the last minute (i.e. just befor 3.00 pm despite the letter referring to 4.00 pm). Your advice means that I could have get the process initiated from this afternoon onwards.

What BT could say might be that they will clarify their letter, and their verbal advice, and correlate the information given verbally with that provided in writing. Also that they would inform Ofcom that no cancellation notice was received from the Post Office.

Just in case I was previously unclear, I had not contemplated complaining about BT. I had been referring to the fact that the Post Office had not (on the 13th) been notified by the Post Office despite the order having been cancelled on the 7th.

Drunkstar

Hey, I can only tell you the process. :P

utilitybroker

BT still control the product even though its branded Post Office, even down the appointment of the call centre operators.;)

See: http://www.btplc.com/News/Articles/Showarticle.cfm?ArticleID=419bffd9-ba79-48fe-8ad5-672f04f3e0a4

Drunkstar

Hey, Im not hugely smart....but doesnt that say BT WHOLESALE? Maybe I am cracking up. lol

postieboy

Post office is supposed to be seperate to BT retail so I believe,they set up some deal with BT Wholesale directly.

Tempted to join myself but heard some poor comments about the service,I have a good line and get good speeds now but looking at the cost side now but the PO looked tempting plus I get the staff discount.

billsavings

Drunkstar wrote: »

Hey, Im not hugely smart....but doesnt that say BT WHOLESALE? Maybe I am cracking up. lol

Wholesale, Retail, Global its still BT is it not.:D

postieboy

Yes its still BT but BT Retail and BT Wholesale are sperate parts of BT PLC,actually thr BT group, http://www.btplc.com/ and the Post Office deal is directly with Wholesale and not managed by Retail BT,any speed throttling by BT is just BT Retail side and wouldn't effect the Post Office.Post Office even have there own customer support,

" Bt has appointed customer contact centre operator Stream to play a key role in providing telephone and broadband services for Post Office customers - a deal which is expected to deliver 450 new jobs to Londonderry this year.
Stream has started hiring for 450 customer service, technical support, and sales positions at the city's Ulster Science and Technology Park and their new premises on Spencer Road to manage customer service for Post Office HomePhone and Broadband customers across the UK.
Under a four-year deal, BT will provide wholesale telephone and broadband services to the Post Office to be sold to its customers under the Post Office HomePhone brand. Stream has been appointed to provide the customer service interface, although the customer relationship will continue to be firmly the responsibility of the Post Office Ltd.
Chris Clark, CEO, BT in Ireland, said: “Customer service and technical support helpdesks are essential components in delivering first class managed services for our wholesale customers. "

Drunkstar

billsavings wrote: »

Wholesale, Retail, Global its still BT is it not.:D

Pretty much what postieboy said. To over simplify it its as follows; BT is now several companies owned by the same 'main' company of BT. BT Retail has no advantage over any other company that use wholesale products (example Talk Talk or Tiscali) and have to run themselves without any extra help from w/sale as they did previously. So while yes its a BT product, so is the BB/line rental/calls from most telecoms companies, just PO have a more direct rental of it than some.


I think.

thedean

Well I went this route (for an elderly relative in a nursing home) as a new line install is cheaper than directly with BT and I get staff discount..

Problems:
a week late installing the line (not warned of this) this put back broadband date.
Wireless router apparently a doodle as my niece said "All I had to do was plug it in"
Email: once I discovered the email address set up on ordering (mispelled) could access by webmail. No help files on user pages. pop3 mail is possible
So far have not successfully added any other addresses that work, not managed to access the "free" webspace or get any real help.

So summary long waits for sales and customer service (0800 gives you support option) pleasant staff who aren't able to do anything. No online help worth having, I would wait a year or so to see whether it gets sorted, like Talk-Talk etc

HTH