BT Vision Installation (Openreach failed to install 2nd line fully)

Mayhew132 · 09-02-2010, 16:30

Hi,

I had my homehub, phone and Vision+ box delivered today, and an Openreach engineer came to install my 2nd line. About an hour later, the engineer had run the cable from the pole, and connected a faceplate where I wanted it however I was informed that there was no capacity at the telegraph pole for my line to be connected, and it would need to be referred to the planning department for provisioning.

I was well aware that Openreach only communicate with Communications Providers (CP's) not the public, so I called BT and after 5 calls to cancellations (as no-one in the overseas call centre understood what I was saying) I was passed to the customer service department in Blackburn, who would check the Openreach log every day and get back to me.

My question is, how long should it take for additional capacity to be made at the telegraph pole, the engineer predicted ~2 days, but the agent on the phone said weeks. Also, why did Openreach take the order without ensuring there was enough capacity for it to be provisioned?

Thanks
Guy

iniltous · 09-02-2010, 18:27

The thing is Openreach didnt take the order your service provider did, and they assumed as you had service already it wouldnt be a problem giving you another line...is there a reason why if you already have a line you just didnt order broadband and vision on that instead of a new line ?
Its impossible to give an idea of how long it may take to get new service into your property, as it may or may not be a simple job to get another 'pair' to your property, if you had ordered a 2nd line for telephony only you would have been given a DACS and your service delivered on the due date, another reason why SP's dont check if capacity exists they just give a standard lead time and hope for the best

Mayhew132 · 09-02-2010, 20:56

Thanks for the insight iniltous,

My current line is served by Opal Telecom (LLU'd), who provide me with broadband and telephone calls as part of a business line, giving me priority access to the MSAN at the telephone exchange over TalkTalk/AOL/Tiscali customers.

The reason I got the 2nd line put in was purely because I wanted BT Vision, as Sky worked out at £52 per month for the TV service alone, and getting a new line with BT was still cheaper.

Looks like i'll have to keep on to the CP until this gets resolved.

Thanks
Guy

Matterhorn · 09-02-2010, 21:12

Quote:

Originally Posted by Mayhew132

Thanks for the insight iniltous,

My current line is served by Opal Telecom (LLU'd), who provide me with broadband and telephone calls as part of a business line, giving me priority access to the MSAN at the telephone exchange over TalkTalk/AOL/Tiscali customers.

The reason I got the 2nd line put in was purely because I wanted BT Vision, as Sky worked out at £52 per month for the TV service alone, and getting a new line with BT was still cheaper.

Looks like i'll have to keep on to the CP until this gets resolved.

Thanks
Guy

Ha, welcome to the wacky world of BT....!!

Mayhew132 · 09-02-2010, 21:12

I should have listened to your warning Matterhorn!!

the_sheepman · 10-02-2010, 09:53

Quote:

Originally Posted by Matterhorn

Ha, welcome to the wacky world of BT....!!

Not really BT's fault Matterhorn. The fault lies with the broadband supplier as they took the order when there wasn't capacity at the customer's end.

Openreach are a contractor and work for all communication providers (including Virgin Media). It's not their fault there was no capacity at the pole. The order should never have been taken in the first place.

With luck, Openreach can pinch a pair and divert it and it'll be days but if not the customer may have to wait several months for a new cable to be planned and executed to enable him to get service (I should know - I used to work in the industry).

wwwebber · 10-02-2010, 11:16

Quote:

Originally Posted by Mayhew132

I should have listened to your warning Matterhorn!!

If everyone listened to Matterhorn then BT would have no customers. Luckily most people can make thier own mind up and generally feel pleased that they did.

Mayhew132 · 10-02-2010, 13:46

Quote:

Originally Posted by the_sheepman

Not really BT's fault Matterhorn. The fault lies with the broadband supplier as they took the order when there wasn't capacity at the customer's end.

Openreach are a contractor and work for all communication providers (including Virgin Media). It's not their fault there was no capacity at the pole. The order should never have been taken in the first place.

With luck, Openreach can pinch a pair and divert it and it'll be days but if not the customer may have to wait several months for a new cable to be planned and executed to enable him to get service (I should know - I used to work in the industry).

The Broadband supplier is in fact BT

Let's hope it's the "matter of days" rather than months..... I wonder if my neighbour would notice if the line was swapped

Guy

johnson293 · 10-02-2010, 14:11

Quote:

Originally Posted by the_sheepman

Not really BT's fault Matterhorn. The fault lies with the broadband supplier as they took the order when there wasn't capacity at the customer's end.

Openreach are a contractor and work for all communication providers (including Virgin Media). It's not their fault there was no capacity at the pole. The order should never have been taken in the first place.

With luck, Openreach can pinch a pair and divert it and it'll be days but if not the customer may have to wait several months for a new cable to be planned and executed to enable him to get service (I should know - I used to work in the industry).

Quote:

Originally Posted by Mayhew132

The Broadband supplier is in fact BT

Let's hope it's the "matter of days" rather than months..... I wonder if my neighbour would notice if the line was swapped

Guy

HA HA HA.. Absolutely Priceless.

Sorry for the problems you've had Mayhew and I wasn't laughing at your misfortune, but despite what certain others on here might tell you, it isn't always plain sailing with BT.

If you do ever get your service up and running, make sure you check your BT Vision bills, as I had major problems with BT Vision billing.

the_sheepman · 10-02-2010, 14:14

Swapping pairs has happened before (allegedly)!!! Just keep your fingers crossed there are a few spares somewhere.

As BT Retail are you broadband supplier and Openreach are the network owners, BT Retail should not have taken the order until they had assurances that the network was there. Unfortunately, although Openreach are a BT owned company, they are not permitted to offer BT Retail preferential treatment and your order will be dealt with no quicker than if you were with Tesco, AOL or anyone else.

wwwebber · 10-02-2010, 14:45

Quote:

Originally Posted by johnson293

but despite what certain others on here might tell you, it isn't always plain sailing with BT.

No one ever said it was

but what you can be sure of is that a large number of customers are actually happy and contented and will come here and say so - similar to the usual BT knockers who come here and pour scorn whenever they get the opportunity.

johnson293 · 10-02-2010, 14:53

Quote:

Originally Posted by wwwebber

No one ever said it was

but what you can be sure of is that a large number of customers are actually happy and contented and will come here and say so - similar to the usual BT knockers who come here and pour scorn whenever they get the opportunity.

Was gonna make a joke there, but decided against...

all4free · 10-02-2010, 16:53

The time will depend if there are pairs avaliable to divert elsewhere , or if there are any pairs without broadband on that they can dacs together to free a pair for you.... if it is none of these and it will cost Openreach a few pounds then they may refuse you a second line unless you pay the costings. Openreach only have to provide 1 line per house , as you already have 1 line then you may be asked to pay.

Mayhew132 · 10-02-2010, 18:16

Quote:

Originally Posted by all4free

The time will depend if there are pairs avaliable to divert elsewhere , or if there are any pairs without broadband on that they can dacs together to free a pair for you.... if it is none of these and it will cost Openreach a few pounds then they may refuse you a second line unless you pay the costings. Openreach only have to provide 1 line per house , as you already have 1 line then you may be asked to pay.

Thanks for the additional information, I think i'll just have to wait and see. Even if it ends up costing a lot more money, i'll just have to pay it.

Matterhorn · 10-02-2010, 21:20

Quote:

Originally Posted by wwwebber

If everyone listened to Matterhorn then BT would have no customers. Luckily most people can make thier own mind up and generally feel pleased that they did.

yeah the OP is having such a good experience isn't he..

Matterhorn · 10-02-2010, 21:26

Quote:

Originally Posted by Mayhew132

Thanks for the additional information, I think i'll just have to wait and see. Even if it ends up costing a lot more money, i'll just have to pay it.

seriously dude, I know I told you...but this stuff sucks.

Going forward I hope you get it sorted out, I have some good contacts in BT complaints if not...

you will probably realise now why people stay with Sky, they aren't perfect but they aren't completely incompetent either.

with BT, assume the worst, you will rarely be disappointed, and you haven't even got to the billing nightmares yet!!

to give an example, I only deal with the Exec office now..for everything. They agreed (before Xmas) to give me Option 3 bband for £15.

Guess what my next bill shows?...

yep option 3 at full price!!!!

and thats the Exec office!

Mayhew132 · 10-02-2010, 21:30

Quote:

Originally Posted by Matterhorn

seriously dude, I know I told you...but this stuff sucks.

Going forward I hope you get it sorted out, I have some good contacts in BT complaints if not...

you will probably realise now why people stay with Sky, they aren't perfect but they aren't completely incompetent either.

with BT, assume the worst, you will rarely be disappointed, and you haven't even got to the billing nightmares yet!!

to give an example, I only deal with the Exec office now..for everything. They agreed (before Xmas) to give me Option 3 bband for £15.

Guess what my next bill shows?...

yep option 3 at full price!!!!

and thats the Exec office!

I know, the one thing Sky can't be faulted on is customer service (on their TV part anyway). However, I've had to consider the services available at my exchange (either BT/Opal/TalkTalk) and what features I wanted.

Video On-Demand seemed like an exciting technology that I really wanted to have a go at, however even if Sky implemented such a service "on the box", it would most likely require Sky LLU broadband to ensure Quality of Service (an option not available to me).

I guess i'll just have to wait and see, but before the end of next week I may call or email BT's executive department (if you would be so kind to PM or post the details please)?

Thanks
Guy

timboy · 11-02-2010, 05:14

Quote:

Originally Posted by the_sheepman

Not really BT's fault Matterhorn. The fault lies with the broadband supplier as they took the order when there wasn't capacity at the customer's end.

Eh? How is the ISP going to know if their is capacity at the EU end? That is down to Openreach.

Quote:

Originally Posted by the_sheepman

Openreach are a contractor and work for all communication providers (including Virgin Media).

They work for VM when the order is for a Virgin Off-Net customer ie they use the Openreach network, an Openreach engineer won't go near Virgin line plant.

Quote:

Originally Posted by the_sheepman

It's not their fault there was no capacity at the pole. The order should never have been taken in the first place.

You really don't have a clue what you are talking about.

The individual ISPs aren't told whether or not the capacity is there before they place an order. They place an order and hope for the best.

spaceman05 · 11-02-2010, 08:22

Quote:

Originally Posted by Mayhew132

I know, the one thing Sky can't be faulted on is customer service (on their TV part anyway). However, I've had to consider the services available at my exchange (either BT/Opal/TalkTalk) and what features I wanted.

Video On-Demand seemed like an exciting technology that I really wanted to have a go at, however even if Sky implemented such a service "on the box", it would most likely require Sky LLU broadband to ensure Quality of Service (an option not available to me).

I guess i'll just have to wait and see, but before the end of next week I may call or email BT's executive department (if you would be so kind to PM or post the details please)?

Thanks
Guy

that has to be the joke of the day, what about the mess up with the pace box recall, i had a brand new pace box, needed swapping told them i did not want a thompson, guess what arrived, you got it a thompson box, and the enginear even tried telling me the thompson was the best box out of the lot

, contary to the thousands of internet pages saying otherwise, and you got it within a week this brilliant thompson box gave up the ghost, and to get the matter resolved i had to go to matterhorn`s favourite place, the cheif executives office, and even though they did get the box swapped for a brand new samsung that is not without its faults as it freezes quite regularly, but as being as i dont watch a lot of sky if any, in fact the only thing it gets used for is the kids channels. i have not bothered getting it swapped again, and mine is by no means an isolated incident

the_sheepman · 11-02-2010, 09:54

Quote:

Originally Posted by timboy

They work for VM when the order is for a Virgin Off-Net customer ie they use the Openreach network, an Openreach engineer won't go near Virgin line plant.

Actually Openreach have just won the contract to maintain the VM Network so actually they are in the Vigin network.

speckledhen · 11-02-2010, 12:02

BT Operate engineers look after all the VM exchanges, the staff got tupe'd across a few years ago.
I know a few people that left BT a number of years ago with a tidy sum, they then joined the cable company(Eurobell in those days).

iniltous · 11-02-2010, 18:07

Quote:

Originally Posted by Matterhorn

seriously dude, I know I told you...but this stuff sucks.

Going forward I hope you get it sorted out, I have some good contacts in BT complaints if not...

you will probably realise now why people stay with Sky, they aren't perfect but they aren't completely incompetent either.

with BT, assume the worst, you will rarely be disappointed, and you haven't even got to the billing nightmares yet!!

to give an example, I only deal with the Exec office now..for everything. They agreed (before Xmas) to give me Option 3 bband for £15.

Guess what my next bill shows?...

yep option 3 at full price!!!!

and thats the Exec office!

How come you use BT as you never have anything positive to say about them I would have though that you wouldnt use them at any price, you must at the very least be able to use another service provide reselling 'wholsale bt ' products but you use BTB and advise everyone else to avoid them !!!!!!!
As far as the OP's problem it would have mattered what SP he used (apart from cable) as his delay is due to no spare
pairs at the DP and it wouldnt have made any difference if he ordered a line from Sky or Talk talk or anyone else ( except VM cable), the broadband may even already be connected in the exchange, but if there isnt a spare pair at the DP then there will be a delay until there is,

Mayhew132 · 13-02-2010, 14:39

Hi,

The plot thickens... I called BT yesterday regarding an update on Openreach, and I was told the account had been cancelled and a Balance of £272.98 would have to be payed.

After explaining the issue, I then was told the order had been cancelled for some unknown reason and the agent placed the order for my BT service again, giving me a new account number and provisional phone number. When placing the order the agent said, if the £272.98 amount existed the order wouldn't have gone through.

I've checked today to find £272.98 is still there...

Quote:

01227 79**** rental charges
£7.26
Calling Plans
£7.26
Date Description Qty
Monthly charge
(£) (if applicable)
Cost
(inc VAT) (£)
09 Feb Charges up to bill date for Unlimited Weekend Plan includes line rental and UK Weekend calls
1 12.79 0.41
10 Feb-24 Feb Charges in advance for Unlimited Weekend Plan includes line rental and UK Weekend calls
1 12.79 6.85
Total £7.26

Firstly.... I haven't even been connected yet, so I'm not sure where that charge comes from.

Quote:

Account one-off charges
£54.99
Orders
Date Description
Cost (inc VAT) (£)
27 Jan Charge for BT Vision Viewing Card £9.99
11 Feb Vision+ Box Black_S0202561 £45.00
Total £54.99

01227 79**** one-off charges
£210.73
Other one-off charges
£85.74
Date Description
Cost (inc VAT) (£)
24 Feb Exchange Line(Term) 85.74
Total £85.74
Other one-off charges
£85.74
Date Description
Cost (inc VAT) (£)
Total £85.74
Orders
£124.99

Secondly, I was promised free line installation and the box should of been £15. As for the 2 lots of £85.74, I'm confused where this has come from.

When I saw the ~£300 amount last night, I actually was nearly in tears, surely BT can't make this much of a mess?!!!

johnson293 · 13-02-2010, 16:31

Quote:

Originally Posted by Mayhew132

Hi,

The plot thickens... I called BT yesterday regarding an update on Openreach, and I was told the account had been cancelled and a Balance of £272.98 would have to be payed.

After explaining the issue, I then was told the order had been cancelled for some unknown reason and the agent placed the order for my BT service again, giving me a new account number and provisional phone number. When placing the order the agent said, if the £272.98 amount existed the order wouldn't have gone through.

I've checked today to find £272.98 is still there...

Firstly.... I haven't even been connected yet, so I'm not sure where that charge comes from.

Secondly, I was promised free line installation and the box should of been £15. As for the 2 lots of £85.74, I'm confused where this has come from.

When I saw the ~£300 amount last night, I actually was nearly in tears, surely BT can't make this much of a mess?!!!

Unfortunately yes they can - Matterhorn did warn you.
And now you know about problems with Billing with them - and thats before you've even gotten the service in!!!

Sorry again, though.

Matterhorn · 13-02-2010, 20:44

Quote:

Originally Posted by iniltous

How come you use BT as you never have anything positive to say about them I would have though that you wouldnt use them at any price, you must at the very least be able to use another service provide reselling 'wholsale bt ' products but you use BTB and advise everyone else to avoid them !!!!!!!
As far as the OP's problem it would have mattered what SP he used (apart from cable) as his delay is due to no spare
pairs at the DP and it wouldnt have made any difference if he ordered a line from Sky or Talk talk or anyone else ( except VM cable), the broadband may even already be connected in the exchange, but if there isnt a spare pair at the DP then there will be a delay until there is,

you're right I should have left..I will when I can

I was offered Option 3 broadband (unlimited) at £15 a month.

not much out there that beats that from a non LLU POV

unbundled providers at my exchange

LLU operator presence
AOL:
Enabled
O2 / Be:
Not available
C&W / Bulldog:
Not available
Edge Telecom:
Not available
Entanet:
Not available
Lumison:
Not available
NewNet:
Not available
Node4:
Not available
Orange:
Enabled as of 20/01/2010
Pipex:
Not available
Sky / Easynet:
Not available
Smallworld:
Not available
TalkTalk (CPW):
Enabled
Tiscali:
Enabled as of 15/03/2006
Tiscali TV:
Enabled
WB Internet:
Not available
Zen Internet:
Not available

which breaks down to

CPW/Talk Talk
BT
Orange

hmmm...

09-02-2010, 16:30	#1
Mayhew132 Forum Member Join Date: Jan 2007 Posts: 111	BT Vision Installation (Openreach failed to install 2nd line fully) Hi, I had my homehub, phone and Vision+ box delivered today, and an Openreach engineer came to install my 2nd line. About an hour later, the engineer had run the cable from the pole, and connected a faceplate where I wanted it however I was informed that there was no capacity at the telegraph pole for my line to be connected, and it would need to be referred to the planning department for provisioning. I was well aware that Openreach only communicate with Communications Providers (CP's) not the public, so I called BT and after 5 calls to cancellations (as no-one in the overseas call centre understood what I was saying) I was passed to the customer service department in Blackburn, who would check the Openreach log every day and get back to me. My question is, how long should it take for additional capacity to be made at the telegraph pole, the engineer predicted ~2 days, but the agent on the phone said weeks. Also, why did Openreach take the order without ensuring there was enough capacity for it to be provisioned? Thanks Guy

11-02-2010, 08:22	#19
spaceman05 Forum Member Join Date: Feb 2009 Posts: 1,113	Quote: Originally Posted by Mayhew132 I know, the one thing Sky can't be faulted on is customer service (on their TV part anyway). However, I've had to consider the services available at my exchange (either BT/Opal/TalkTalk) and what features I wanted. Video On-Demand seemed like an exciting technology that I really wanted to have a go at, however even if Sky implemented such a service "on the box", it would most likely require Sky LLU broadband to ensure Quality of Service (an option not available to me). I guess i'll just have to wait and see, but before the end of next week I may call or email BT's executive department (if you would be so kind to PM or post the details please)? Thanks Guy that has to be the joke of the day, what about the mess up with the pace box recall, i had a brand new pace box, needed swapping told them i did not want a thompson, guess what arrived, you got it a thompson box, and the enginear even tried telling me the thompson was the best box out of the lot, contary to the thousands of internet pages saying otherwise, and you got it within a week this brilliant thompson box gave up the ghost, and to get the matter resolved i had to go to matterhorn`s favourite place, the cheif executives office, and even though they did get the box swapped for a brand new samsung that is not without its faults as it freezes quite regularly, but as being as i dont watch a lot of sky if any, in fact the only thing it gets used for is the kids channels. i have not bothered getting it swapped again, and mine is by no means an isolated incident

09-02-2010, 18:27	#2
iniltous Forum Member Join Date: Sep 2008 Posts: 534	The thing is Openreach didnt take the order your service provider did, and they assumed as you had service already it wouldnt be a problem giving you another line...is there a reason why if you already have a line you just didnt order broadband and vision on that instead of a new line ? Its impossible to give an idea of how long it may take to get new service into your property, as it may or may not be a simple job to get another 'pair' to your property, if you had ordered a 2nd line for telephony only you would have been given a DACS and your service delivered on the due date, another reason why SP's dont check if capacity exists they just give a standard lead time and hope for the best

09-02-2010, 20:56	#3
Mayhew132 Forum Member Join Date: Jan 2007 Posts: 111	Thanks for the insight iniltous, My current line is served by Opal Telecom (LLU'd), who provide me with broadband and telephone calls as part of a business line, giving me priority access to the MSAN at the telephone exchange over TalkTalk/AOL/Tiscali customers. The reason I got the 2nd line put in was purely because I wanted BT Vision, as Sky worked out at £52 per month for the TV service alone, and getting a new line with BT was still cheaper. Looks like i'll have to keep on to the CP until this gets resolved. Thanks Guy

09-02-2010, 21:12	#4
Matterhorn Inactive Member Join Date: Mar 2009 Posts: 729	Quote: Originally Posted by Mayhew132 Thanks for the insight iniltous, My current line is served by Opal Telecom (LLU'd), who provide me with broadband and telephone calls as part of a business line, giving me priority access to the MSAN at the telephone exchange over TalkTalk/AOL/Tiscali customers. The reason I got the 2nd line put in was purely because I wanted BT Vision, as Sky worked out at £52 per month for the TV service alone, and getting a new line with BT was still cheaper. Looks like i'll have to keep on to the CP until this gets resolved. Thanks Guy Ha, welcome to the wacky world of BT....!!

10-02-2010, 09:53	#6
the_sheepman Forum Member Join Date: Dec 2003 Location: Hampshire Posts: 74	Quote: Originally Posted by Matterhorn Ha, welcome to the wacky world of BT....!! Not really BT's fault Matterhorn. The fault lies with the broadband supplier as they took the order when there wasn't capacity at the customer's end. Openreach are a contractor and work for all communication providers (including Virgin Media). It's not their fault there was no capacity at the pole. The order should never have been taken in the first place. With luck, Openreach can pinch a pair and divert it and it'll be days but if not the customer may have to wait several months for a new cable to be planned and executed to enable him to get service (I should know - I used to work in the industry).

10-02-2010, 11:16	#7
wwwebber Forum Member Join Date: Feb 2001 Location: Nottingham Posts: 3,536	Quote: Originally Posted by Mayhew132 I should have listened to your warning Matterhorn!! If everyone listened to Matterhorn then BT would have no customers. Luckily most people can make thier own mind up and generally feel pleased that they did.

10-02-2010, 13:46	#8
Mayhew132 Forum Member Join Date: Jan 2007 Posts: 111	Quote: Originally Posted by the_sheepman Not really BT's fault Matterhorn. The fault lies with the broadband supplier as they took the order when there wasn't capacity at the customer's end. Openreach are a contractor and work for all communication providers (including Virgin Media). It's not their fault there was no capacity at the pole. The order should never have been taken in the first place. With luck, Openreach can pinch a pair and divert it and it'll be days but if not the customer may have to wait several months for a new cable to be planned and executed to enable him to get service (I should know - I used to work in the industry). The Broadband supplier is in fact BT Let's hope it's the "matter of days" rather than months..... I wonder if my neighbour would notice if the line was swapped Guy

10-02-2010, 14:11	#9
johnson293 Forum Member Join Date: Jul 2002 Location: Newcastle upon Tyne Posts: 1,243	Quote: Originally Posted by the_sheepman Not really BT's fault Matterhorn. The fault lies with the broadband supplier as they took the order when there wasn't capacity at the customer's end. Openreach are a contractor and work for all communication providers (including Virgin Media). It's not their fault there was no capacity at the pole. The order should never have been taken in the first place. With luck, Openreach can pinch a pair and divert it and it'll be days but if not the customer may have to wait several months for a new cable to be planned and executed to enable him to get service (I should know - I used to work in the industry). Quote: Originally Posted by Mayhew132 The Broadband supplier is in fact BT Let's hope it's the "matter of days" rather than months..... I wonder if my neighbour would notice if the line was swapped Guy HA HA HA.. Absolutely Priceless. Sorry for the problems you've had Mayhew and I wasn't laughing at your misfortune, but despite what certain others on here might tell you, it isn't always plain sailing with BT. If you do ever get your service up and running, make sure you check your BT Vision bills, as I had major problems with BT Vision billing.

10-02-2010, 14:14	#10
the_sheepman Forum Member Join Date: Dec 2003 Location: Hampshire Posts: 74	Swapping pairs has happened before (allegedly)!!! Just keep your fingers crossed there are a few spares somewhere. As BT Retail are you broadband supplier and Openreach are the network owners, BT Retail should not have taken the order until they had assurances that the network was there. Unfortunately, although Openreach are a BT owned company, they are not permitted to offer BT Retail preferential treatment and your order will be dealt with no quicker than if you were with Tesco, AOL or anyone else.

10-02-2010, 14:45	#11
wwwebber Forum Member Join Date: Feb 2001 Location: Nottingham Posts: 3,536	Quote: Originally Posted by johnson293 but despite what certain others on here might tell you, it isn't always plain sailing with BT. No one ever said it was but what you can be sure of is that a large number of customers are actually happy and contented and will come here and say so - similar to the usual BT knockers who come here and pour scorn whenever they get the opportunity.

10-02-2010, 14:53	#12
johnson293 Forum Member Join Date: Jul 2002 Location: Newcastle upon Tyne Posts: 1,243	Quote: Originally Posted by wwwebber No one ever said it was but what you can be sure of is that a large number of customers are actually happy and contented and will come here and say so - similar to the usual BT knockers who come here and pour scorn whenever they get the opportunity. Was gonna make a joke there, but decided against...

10-02-2010, 16:53	#13
all4free Forum Member Join Date: Aug 2007 Posts: 22	The time will depend if there are pairs avaliable to divert elsewhere , or if there are any pairs without broadband on that they can dacs together to free a pair for you.... if it is none of these and it will cost Openreach a few pounds then they may refuse you a second line unless you pay the costings. Openreach only have to provide 1 line per house , as you already have 1 line then you may be asked to pay.

10-02-2010, 18:16	#14
Mayhew132 Forum Member Join Date: Jan 2007 Posts: 111	Quote: Originally Posted by all4free The time will depend if there are pairs avaliable to divert elsewhere , or if there are any pairs without broadband on that they can dacs together to free a pair for you.... if it is none of these and it will cost Openreach a few pounds then they may refuse you a second line unless you pay the costings. Openreach only have to provide 1 line per house , as you already have 1 line then you may be asked to pay. Thanks for the additional information, I think i'll just have to wait and see. Even if it ends up costing a lot more money, i'll just have to pay it.

10-02-2010, 21:20	#15
Matterhorn Inactive Member Join Date: Mar 2009 Posts: 729	Quote: Originally Posted by wwwebber If everyone listened to Matterhorn then BT would have no customers. Luckily most people can make thier own mind up and generally feel pleased that they did. yeah the OP is having such a good experience isn't he..

10-02-2010, 21:26	#16
Matterhorn Inactive Member Join Date: Mar 2009 Posts: 729	Quote: Originally Posted by Mayhew132 Thanks for the additional information, I think i'll just have to wait and see. Even if it ends up costing a lot more money, i'll just have to pay it. seriously dude, I know I told you...but this stuff sucks. Going forward I hope you get it sorted out, I have some good contacts in BT complaints if not... you will probably realise now why people stay with Sky, they aren't perfect but they aren't completely incompetent either. with BT, assume the worst, you will rarely be disappointed, and you haven't even got to the billing nightmares yet!! to give an example, I only deal with the Exec office now..for everything. They agreed (before Xmas) to give me Option 3 bband for £15. Guess what my next bill shows?... yep option 3 at full price!!!! and thats the Exec office!

10-02-2010, 21:30	#17
Mayhew132 Forum Member Join Date: Jan 2007 Posts: 111	Quote: Originally Posted by Matterhorn seriously dude, I know I told you...but this stuff sucks. Going forward I hope you get it sorted out, I have some good contacts in BT complaints if not... you will probably realise now why people stay with Sky, they aren't perfect but they aren't completely incompetent either. with BT, assume the worst, you will rarely be disappointed, and you haven't even got to the billing nightmares yet!! to give an example, I only deal with the Exec office now..for everything. They agreed (before Xmas) to give me Option 3 bband for £15. Guess what my next bill shows?... yep option 3 at full price!!!! and thats the Exec office! I know, the one thing Sky can't be faulted on is customer service (on their TV part anyway). However, I've had to consider the services available at my exchange (either BT/Opal/TalkTalk) and what features I wanted. Video On-Demand seemed like an exciting technology that I really wanted to have a go at, however even if Sky implemented such a service "on the box", it would most likely require Sky LLU broadband to ensure Quality of Service (an option not available to me). I guess i'll just have to wait and see, but before the end of next week I may call or email BT's executive department (if you would be so kind to PM or post the details please)? Thanks Guy

11-02-2010, 05:14	#18
timboy Forum Member Join Date: Oct 2001 Posts: 26,386	Quote: Originally Posted by the_sheepman Not really BT's fault Matterhorn. The fault lies with the broadband supplier as they took the order when there wasn't capacity at the customer's end. Eh? How is the ISP going to know if their is capacity at the EU end? That is down to Openreach. Quote: Originally Posted by the_sheepman Openreach are a contractor and work for all communication providers (including Virgin Media). They work for VM when the order is for a Virgin Off-Net customer ie they use the Openreach network, an Openreach engineer won't go near Virgin line plant. Quote: Originally Posted by the_sheepman It's not their fault there was no capacity at the pole. The order should never have been taken in the first place. You really don't have a clue what you are talking about. The individual ISPs aren't told whether or not the capacity is there before they place an order. They place an order and hope for the best.

11-02-2010, 09:54	#20
the_sheepman Forum Member Join Date: Dec 2003 Location: Hampshire Posts: 74	Quote: Originally Posted by timboy They work for VM when the order is for a Virgin Off-Net customer ie they use the Openreach network, an Openreach engineer won't go near Virgin line plant. Actually Openreach have just won the contract to maintain the VM Network so actually they are in the Vigin network.

11-02-2010, 12:02	#21
speckledhen Forum Member Join Date: Mar 2007 Posts: 767	BT Operate engineers look after all the VM exchanges, the staff got tupe'd across a few years ago. I know a few people that left BT a number of years ago with a tidy sum, they then joined the cable company(Eurobell in those days).

11-02-2010, 18:07	#22
iniltous Forum Member Join Date: Sep 2008 Posts: 534	Quote: Originally Posted by Matterhorn seriously dude, I know I told you...but this stuff sucks. Going forward I hope you get it sorted out, I have some good contacts in BT complaints if not... you will probably realise now why people stay with Sky, they aren't perfect but they aren't completely incompetent either. with BT, assume the worst, you will rarely be disappointed, and you haven't even got to the billing nightmares yet!! to give an example, I only deal with the Exec office now..for everything. They agreed (before Xmas) to give me Option 3 bband for £15. Guess what my next bill shows?... yep option 3 at full price!!!! and thats the Exec office! How come you use BT as you never have anything positive to say about them I would have though that you wouldnt use them at any price, you must at the very least be able to use another service provide reselling 'wholsale bt ' products but you use BTB and advise everyone else to avoid them !!!!!!! As far as the OP's problem it would have mattered what SP he used (apart from cable) as his delay is due to no spare pairs at the DP and it wouldnt have made any difference if he ordered a line from Sky or Talk talk or anyone else ( except VM cable), the broadband may even already be connected in the exchange, but if there isnt a spare pair at the DP then there will be a delay until there is,

13-02-2010, 14:39	#23
Mayhew132 Forum Member Join Date: Jan 2007 Posts: 111	Hi, The plot thickens... I called BT yesterday regarding an update on Openreach, and I was told the account had been cancelled and a Balance of £272.98 would have to be payed. After explaining the issue, I then was told the order had been cancelled for some unknown reason and the agent placed the order for my BT service again, giving me a new account number and provisional phone number. When placing the order the agent said, if the £272.98 amount existed the order wouldn't have gone through. I've checked today to find £272.98 is still there... Quote: 01227 79** rental charges £7.26 Calling Plans £7.26 Date Description Qty Monthly charge (£) (if applicable) Cost (inc VAT) (£) 09 Feb Charges up to bill date for Unlimited Weekend Plan includes line rental and UK Weekend calls 1 12.79 0.41 10 Feb-24 Feb Charges in advance for Unlimited Weekend Plan includes line rental and UK Weekend calls 1 12.79 6.85 Total £7.26 Firstly.... I haven't even been connected yet, so I'm not sure where that charge comes from. Quote: Account one-off charges £54.99 Orders Date Description Cost (inc VAT) (£) 27 Jan Charge for BT Vision Viewing Card £9.99 11 Feb Vision+ Box Black_S0202561 £45.00 Total £54.99 01227 79** one-off charges £210.73 Other one-off charges £85.74 Date Description Cost (inc VAT) (£) 24 Feb Exchange Line(Term) 85.74 Total £85.74 Other one-off charges £85.74 Date Description Cost (inc VAT) (£) Total £85.74 Orders £124.99 Secondly, I was promised free line installation and the box should of been £15. As for the 2 lots of £85.74, I'm confused where this has come from. When I saw the ~£300 amount last night, I actually was nearly in tears, surely BT can't make this much of a mess?!!!

DS Forums

BT Vision Installation (Openreach failed to install 2nd line fully)

13-02-2010, 16:31	#24
johnson293 Forum Member Join Date: Jul 2002 Location: Newcastle upon Tyne Posts: 1,243	Quote: Originally Posted by Mayhew132 Hi, The plot thickens... I called BT yesterday regarding an update on Openreach, and I was told the account had been cancelled and a Balance of £272.98 would have to be payed. After explaining the issue, I then was told the order had been cancelled for some unknown reason and the agent placed the order for my BT service again, giving me a new account number and provisional phone number. When placing the order the agent said, if the £272.98 amount existed the order wouldn't have gone through. I've checked today to find £272.98 is still there... Firstly.... I haven't even been connected yet, so I'm not sure where that charge comes from. Secondly, I was promised free line installation and the box should of been £15. As for the 2 lots of £85.74, I'm confused where this has come from. When I saw the ~£300 amount last night, I actually was nearly in tears, surely BT can't make this much of a mess?!!! Unfortunately yes they can - Matterhorn did warn you. And now you know about problems with Billing with them - and thats before you've even gotten the service in!!! Sorry again, though.

13-02-2010, 20:44	#25
Matterhorn Inactive Member Join Date: Mar 2009 Posts: 729	Quote: Originally Posted by iniltous How come you use BT as you never have anything positive to say about them I would have though that you wouldnt use them at any price, you must at the very least be able to use another service provide reselling 'wholsale bt ' products but you use BTB and advise everyone else to avoid them !!!!!!! As far as the OP's problem it would have mattered what SP he used (apart from cable) as his delay is due to no spare pairs at the DP and it wouldnt have made any difference if he ordered a line from Sky or Talk talk or anyone else ( except VM cable), the broadband may even already be connected in the exchange, but if there isnt a spare pair at the DP then there will be a delay until there is, you're right I should have left..I will when I can I was offered Option 3 broadband (unlimited) at £15 a month. not much out there that beats that from a non LLU POV unbundled providers at my exchange LLU operator presence AOL: Enabled O2 / Be: Not available C&W / Bulldog: Not available Edge Telecom: Not available Entanet: Not available Lumison: Not available NewNet: Not available Node4: Not available Orange: Enabled as of 20/01/2010 Pipex: Not available Sky / Easynet: Not available Smallworld: Not available TalkTalk (CPW): Enabled Tiscali: Enabled as of 15/03/2006 Tiscali TV: Enabled WB Internet: Not available Zen Internet: Not available which breaks down to CPW/Talk Talk BT Orange hmmm...