RE: [OT] ADSL Tale of Woe

["John Andrews" <groups@xxxxxxxxxxxxxxxx>]

Mark

I work in the back office for a broadband company and BT Wholesale are a
pig
to work with. They recently changed their online fault system and now it is
near impossible to get a fault worked on or logged.

Your DSL company will have an escalation procedure i.e people to e-mail /
ring in BT Wholesale. If I can remember I will bring it home tomorrow and
pass it on so you can abuse them direct.
You will have to pretend you are from Eclipse - they don't really check but
need the telephone number and post code where the service is located.
Try and get the BT reference of the fault from Eclipse, be like CF-D342S

What can I recommend? An ISP that owns their own network like Telewest or
NTL. (BTW I work for neither, but an ISP that resells BT Wholesale ADSL
like
Eclipse)

_____

From: ukha_d@xxxxxxx [mailto:ukha_d@xxxxxxx] On Behalf Of
Mark McCall
Sent: 14 June 2006 13:05
To: ukha_d@xxxxxxx
Subject: [ukha_d] [OT] ADSL Tale of Woe



Apologies for "venting" here.

I'm into the 8th day of no ADSL service at home.

Eclipse have just told me that BT have finally found a fault in my local
exchange requiring a new "card". It's effecting around 10 other
users too,
so WTF has it taken them so long to twig! God help the other non-techy
people that have this issue, that don't have a spare routers/filters/cables
lying around that I've been asked to try.

Now the best part - Eclipse have been submitting my Fault to BT for days
now, every day BT come back and say no fault found, then the next day I
ring
Eclipse, they bounce it back to BT and so on. Now as the fault is only seen
a "one day old" they will not escalate it for urgent repair!

If anyone here has a contact in BT Broadband Wholesale please contact me
off
list.

/me heads off to lie down in a darkened room.

M.






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