RE: [OT] B****** Telecom (Again!)

["Brian G. Reynolds" <brian.g.reynolds@xxxxxxx>]

Ian, you certainly have my sympathies!

I think at that stage I would be looking to break someone's legs a little
bit!

B.

PS I would mention I have a cable modem but Phil (remember him?) would want
to break my legs a little bit!.

> -----Original Message-----
> From: Ian Lowe [mailto:ian@xxxxxxx]
> Sent: 09 October 2001 12:09
> To: ukha_d@xxxxxxx
> Subject: Re: [ukha_d] [OT] B****** Telecom (Again!)
>
>
> >----- Original Message -----
> >From: "Mark McCall" <mark@xxxxxxx>
> >To: <ukha_d@xxxxxxx>
> >Sent: Tuesday, October 09, 2001 10:54 AM
> >Subject: Re: [ukha_d] [OT] B****** Telecom (Again!)
> >
>
> >It's OpenWorld Ian.
> >
> >Can you believe these guys!
> >
> >M.
>
> unfortunately, yes.
>
> The Saga we just endured on our Home Highway line was apalling, and
only
> just (we think) resolved.
> Here's an example of BT in action:
>
> We have a Home Highway installation, with three numbers 324,364 and
794
> being PSTN1, PSTN2, and DIGITAL respectively.
>
> 324 was the original analog number, and the one we use as the home
phone
> number.
> On this line, we have BT Answer, 1571 message service.
>
> 364 is our business number, printed on all our stationery, business
cards
> etc.
> On this line, we have call divert, so the phone is diverted to my
mobile
> when I am out of the office.
>
> 794 is used purely for Internet Access.
>
> On a Monday morning, One of our customers reported that they kept
getting
> Number Unobtainable when they called me (on the 364 number) We did
some
> tests, and sure enough, the 364 line was giving the NU tone if
> both channels
> were in use. (I mailed the list about this)
>
> I called BT 150 to report this as a fault. Whenever the word
"highway" was
> mentioned, the 150 staff shooed me off to another number, the Highway
> Helpdesk. On the helpdesk, I explained the problem, and the
> initial contact
> was unable to help. She passed me to "an engineer". I didn't
get this guys
> name, which turns out to be the biggest mistake of the entire affair.
>
> He stated:
> "This is normal behaviour for Highway"
> "PSTN2 always delivers the NU Tone if both channels are in
use"
> "The only solution for you is to swap the PSTN numbers around, so
that 364
> becomes PSTN1"
> "In order to swap the numbers, you must be a Business Highway
customer"
>
> All of these statements are complete bollocks, as I have now been
informed
> by several people within customer care, engineering, provisioning and
the
> exchange.
>
> So, having had to redial sales, I explained the requriement, and
> *why* this
> was being done. No-one picked up that this was not correct, and the
order
> was placed.
>
> On Friday morning, the analog phones went dead.
>
> I called residential faults, and reported the problem. they stated
that
> works were in progress, and should be completed later in the day.
>
> I called again at 3pm, to be told that there was no record of the
> fault, and
> that I was a business customer, so why was I phoning Residential? I
> re-submitted the fault with Business faults, and was called at 4:45 by
an
> engineer who said he was just going to resolve the situation. at 4:50,
the
> Digital line died too.
>
> I called back, but by the time I got through the moron/menu
> system there was
> no one there. please call back during office hours!
>
> We had no service at all for saturday, or sunday, then on monday
morning,
> the ISDN line came back. It took until 3pm on Monday, and somewhere
around
> twenty quids worth of mobile calls to get the lines sorted.
>
> At the end of Monday, we had no network services, both PSTN
> numbers in their
> new locations (PSTN1=364, PSTN2=324) and the ISDN was back.
>
> On Tuesday morning, the numbers swapped back to their original
> locations and
> the network services reappeared, but in the wrong place, so 324 now
had a
> divert, and 364 had answer. Also, each line reported that "the
service
> requested is nto available on this line"
>
> Our own testing showed that we were not getting inbound calls to 364,
and
> 324 was going straight to the answer service, which we couldnt access.
>
> It took till about 4 pm on tuesday, until I finally found the
"one guy" in
> the ISDN Helpdesk who figured out what was wrong. We had a
> "phantom" number
> 807 remaining from the switchover procedure still connected to
> the line. He
> resolved the number problems, swapped the lines back round, and
generally
> made things right...
>
> Except for network services, which swapped lines again the next
> morning. In
> a deeper confusion, Business fault now had no record of the 364
number,
> instead having the phantom 807 number. We got this resolved, and then
the
> analog lines died again. It took an hour or so before they came back,
This
> time with all of the network services on 324. Later that day
> (Wednesday) the
> services *finally* got where they were going.
>
> Touch wood, one week later, we still have all of our phones, ISDN and
> network services in place.
>
> BT in the meantime, have sent me a chopped down rainforest of
> confirmations,
> bills, refunds, warnings etc..
>
> I am *not* impressed.
>
> Ian.
>
>
>
>
>
>
>
>
> For more information: http://www.automatedhome.co.uk
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