This topic

ADSL switched off by BT in error

Thodge — Fri, 08 Dec 2023 13:47:01 GMT

Hoping somebody here has a suggestion. I contracted with BT to move from ADSL to full fibre. On Tuesday of last week I had the engineer appointment booked: he turned up 6 hours late and I was in back-to-back calls so I sent him away, I had already contacted BT to reschedule the appointment. It turns out that engineer reported he had successfully installed full fibre, as a result of which my ADSL was switched off the following day. It gets better. Another engineer attended on the Thursday, he told me the first engineer had made the false report, and he also confirmed that I would need a civil engineering team to lay fibre trunking to the house. That was booked for this Thursday. In the meantime I asked BT to reinstate ADSL while I awaited fibre installation but was told "that's not the way it works".

Fast forward to this Thursday. No work was carried out and when I spoke to BT today they told me an engineer did attend yesterday to check and survey and confirmed a civil engineering team was required: exactly what the engineer I was standing next to on my driveway last Thursday told me. I am now told a CE team will attend next Tuesday and they "may" be able to lay the trunking but that cannot be guaranteed, after which I will be updated on Wednesday. That's two weeks without broadband or a landline, and two weeks with a house full of dumb devices and streaming services I pay for but cannot use. And no guarantee yet of when my service may be reinstated.

I realise the world is moving to full fibre but I cannot understand why an ADSL service that was working fine until noon last Wednesday cannot be temporarily reinstated, especially since the only reason it was switched off was because an engineer lied. I have been told Openreach would be responsible for that but I am not allowed to speak with them as they do not talk to customers, and the "executive complaints handler" I spoke to told me there is no further escalation within BT. Does anybody have any advice? Trying not to have an embolism here.

Re: ADSL switched off by BT in error

imjolly — Fri, 08 Dec 2023 15:39:50 GMT

can you enter your phone number and post the results especially the notes. this will show what type of installation was expected. how does your existing BT line enter your house - from pole of underground?

https://www.broadbandchecker.btwholesale.com/#/ADSL

Re: ADSL switched off by BT in error

Thodge — Fri, 08 Dec 2023 16:26:19 GMT

Well that's interesting, there is no data available for the number (likely because they switched off ADSL). Existing line comes in from underground via the garage, planned fibre would be on the other side of the house.

Re: ADSL switched off by BT in error

David500 — Fri, 08 Dec 2023 21:22:30 GMT

Use the address option instead of the phone number.

Re: ADSL switched off by BT in error

imjolly — Fri, 08 Dec 2023 22:33:51 GMT

@Thodge

Were you due to move to digital voice with FTTP as once moved to DV your phone number is no longer recognised by the dslchecker

Re: ADSL switched off by BT in error

Thodge — Sat, 09 Dec 2023 15:37:06 GMT

Yes I think I was, but they switched everything off prior to even starting the fibre installation. This is what I am so angry about, why not reinstate the original ADSL since it was switched off in error by them?

Re: ADSL switched off by BT in error

Thodge — Sat, 09 Dec 2023 15:45:27 GMT

Found it via UPRN. Notes below. Interestingly it says copper products are only available by exception. I think since they turned off my existing copper product without warning, this counts. Too many acronyms below for me to make sense of it...
---

Our records show the following FTTP network service information for these premises:-Single Dwelling Unit Residential UG premises served by 2.5 Inch plastic duct 56.

FTTP is available and a new ONT may be ordered.

As a fibre priority exchange, FTTP has priority over other products if available at the address

As a WLR withdrawal exchange, product restrictions apply

SOADSL is not restricted at the exchange

For all ADSL and WBC Fibre to the Cabinet (VDSL or G.fast) services, the stable line rate will be determined during the first 10 days of service usage.

For all SOADSL services,the stable line rate will be determined during the first 10 days of service usage.

This site is in an FTTP priority area where FTTP is available but exceptionally SOGEA will also show as available to order but only at Non-Standard Premises (NSP) such as Hot site, Uninhabitable and Temporary locations. Migrations of WLR Solus (voice-only lines) is also allowed but only for SOGEA 0.5Mbps bandwidths.

Actual speeds experienced by end users and quoted by CPs will be lower due to a number of factors within and external to BT's network, Communication Providers' networks and within customer premises.

If you decide to place an order for a WBC fibre product, an appointment may be required for an engineer to visit the end user's premises to supply the service

In order to be eligible for handback, downstream speed should be less than Downstream Handback Threshold values.

ADSL, ADSL2+ and SOADSL availability: If shown at FTTP or SOGEA premises,ADSL, ADSL2+ and SOADSL are not available to order due to WLR Withdrawal stop sell rules.CPs should order FTTP or SOGEA. Copper products are only available by exception.

Thank you for your interest

Re: ADSL switched off by BT in error

imjolly — Sat, 09 Dec 2023 15:51:31 GMT

from the notes posted your property is serviced by an existing underground duct and that was what openreach intended to use to install fibre - unless duct is blocked. openreach would not know if blocked until they came fit your fibre and now have to make alternative arrangements to get you connected

Re: ADSL switched off by BT in error

Thodge — Sun, 10 Dec 2023 22:00:40 GMT

Yes, there is fibre to the end of the driveway, but nothing has been laid to the house. This is why I am so annoyed at them switching off ADSL without checking first.

Re: ADSL switched off by BT in error

FloFosterJenkins — Mon, 11 Dec 2023 00:35:48 GMT

The same happened to me. I posted about it somewhere in this forum. The guy couldn’t install the ONT because there was no handy socket (they don’t tell you that crucial piece of information when they boast how simple the FTTP upgrade is. It was already 1:00pm (8-1 slot) so I said that I’d install a spur and new socket, and rebook. Meanwhile they had switched off the broadband; I phoned BT and had exactly the same response when asking if they could just switch it back on.

The second attempt the installer lied about cables/pipes detected in the wall and refused to drill, despite a previous installer drilling to fix the now superfluous modem with no such warnings. (I’ve drilled the holes and fixed the screws myself, ready for the ONT)

Third attempt last Thursday. I waited in the front room from 8-1. Nothing. Phoned BT who said that they had knocked twice at 10.00 and received no response. We have a loud bell and a loud door knocker in the middle of the door. I said that they have my mobile number; how about trying that? They should have done, said Customer Service. Suggests to me another lie. I even kept looking out on the street.

Meanwhile no phone (requires the Home Hub), no signal down the garden in the studio off the EE device they sent where I do much internet-dependent work, and only Freeview TV - all the other stuff needs the HH.

I get the feeling that the subcontracted installers are very poorly trained, technically and in customer skills.

Re: ADSL switched off by BT in error

Thodge — Mon, 11 Dec 2023 09:18:03 GMT

Not sure if I feel better that it's not just me or even angrier that they keep making the same stupid mistake.

Re: ADSL switched off by BT in error

Keith_Beddoe — Mon, 11 Dec 2023 09:29:17 GMT

If you still have a copper connection, and as ADSL comes from the exchange, it should be an easy job for BT to re-activate it, as its just a software controlled element. Its unlikely to have been physically disconnected at the exchange, as cease tasks like that, have a very low priority.

The problem is, there is probably no robotic process to do that, and it would involve some form of manual intervention.

It possible that a moderator may be able to arrange this.

Re: ADSL switched off by BT in error

FloFosterJenkins — Mon, 11 Dec 2023 09:47:11 GMT

Thank you Keith. That is infuriating. I pleaded with Customer Services to reinstate the ADSL line. She was adamant that it was too complicated and couldn’t be done.
Nearly 7 weeks now with no viable broadband or landline.

Re: ADSL switched off by BT in error

Keith_Beddoe — Mon, 11 Dec 2023 10:02:48 GMT

@FloFosterJenkins

I was referring to @Thodge situation, but I am surprised that you are in the same situation.

Its important to be clear about the original connection. People do get confused between ADSL and VDSL (FTTC), and call a VDSL connection an ADSL one, which is not correct.

ADSL comes from the exchange on a continuous copper connection via a normal cabinet, but occasionally direct from the exchange "EO Exchange only".

The exchange end is usually connected to an MSAN, as I do not think many DSLAM`s are still in use.

These are remotely programmed during the provision process. All that has probably happened is that the configuration has been deleted. A manual re-build of the port should be possible, but whether there is a process to do that, I do not know. If ADSL is simply shown as restricted, then it should be possible.

As it appears its a BT error (disconnected in error) then I would have thought they would be keen to get it working again, do avoid a lot of compensation.

https://www.bt.com/help/account-and-billing/automatic-compensation

Re: ADSL switched off by BT in error

Anonymous — Mon, 11 Dec 2023 10:12:12 GMT

The inability to rectify a mistake is unfortunately a common theme on these forums. Although there is supposedly a secret team/process who should be able to deal with this. I can't remember what it was called. @iniltous?

It also seems inconceivable that someone has designed a process that blindly allows the switching off of an existing service before verifying that the replacement is up & running. Even more shocking that after literally years of this being an issue, no one has taken steps to correct it.

I guess we should be just be grateful they're not heart surgeons...

Re: ADSL switched off by BT in error

RobbieMac — Mon, 11 Dec 2023 10:55:54 GMT

Hi @Thodge

Welcome to the BT Community and thank you for your posts!

I am sorry for the problems with your Full Fibre order and that your existing services have been disconnected. I see you have mentioned you have been in touch with an executive complaints handler. This is the highest complaint level within BT and they'll manage your complaint through to resolution. Did my colleague inform you what the next steps are and agree the next follow up date?

Thanks,

Robbie

Re: ADSL switched off by BT in error

iniltous — Mon, 11 Dec 2023 11:44:32 GMT

There is a stop sell exception process on the Openreach site but a ‘log in’ is required to access it ( so not for public consumption ) , TBH , I recall seeing an outline process for restoring service in a stop sell area , the scenario was where FTTP ordered but excess construction charges were necessary , the consumer was unwilling to pay the ECC’s , but the stop sell hindered the restoration of the ‘copper pair’ service , but this was while ago.

In the OP case , if the cease of the ADSL/FTTC were linked to the successful completion of the FTTP installation, then if the ADSL/FTTC was ‘lost’ , presumably the OR tech ( or contractor working for OR ) in error closed the provision as successful when it wasn’t successful , this type of human error cannot really be legislated for, or the ADSL/FTTC cessation and FTTP provision orders were not linked , basically the two orders were separate, a delay in the FTTP provision doesn’t change the date on the ADSL/FTTC cease , that still goes ahead on the date selected…it’s not clear what was done in the OP case , although it’s difficult to imagine the FTTP order being closed as successful when some items such as the lack of ONT authentication you would imagine should stop any ‘false’ attempt at order closure , so baring any physical error ( recovering the copper cable ) I think unlinked orders are the most probable cause.

TBH , that all a bit moot, the OP is where they are …and although it may seem ‘simple’ to switch back on the ADSL/FTTC service that was switched off , as with many things , it’s not as straightforward as you would imagine , and as the executive level complaints are involved, that’s the path forward for the OP .

Re: ADSL switched off by BT in error

FloFosterJenkins — Mon, 11 Dec 2023 13:13:40 GMT

Thanks, all, for your informed comments. Keith, I think that you are right - I was wrong about ADSL; ours was FTTC.

Hoping that the 4th attempt on Thursday 8-1 is successful.

Re: ADSL switched off by BT in error

Thodge — Mon, 11 Dec 2023 15:12:36 GMT

Hi Robbie. The executive complaint handling process is hopelessly inadequate, and if it is the "highest level" available, then they need to look seriously at their escalation procedures. The latest I can see looking at my complaint is to expect a call on the 14th. No idea what, if anything, is happening between now and then, and my connection was cut on the 29th. I was called at the shops on the 10th by a very helpful guy who was all ready to schedule my installation until I told him I had no FTTP to the house as it had not been installed and the fibre connection stopped at the end of my driveway, at which point he seemed surprised that Openreach thought it was in place and said he would need to have a "text chat" with openreach and would get back to me this morning. He didn't.

I find it inconceivable that nobody in BT has the wit to simply turn my ADSL back on while they scratch their heads and decide what to do with FTTP, after all, this was *entirely* their error. And my rage is growing by the day. Worst "service" I have ever encountered in my life.

Re: ADSL switched off by BT in error

DanielS — Mon, 11 Dec 2023 19:13:48 GMT

Hi @Thodge,

When you were in touch with the ECR team, did they give you a way of contacting them or did you have an email chain with them that you can reply back on?

They should be able to tell you why they've changed the call to the 14th instead of the 13th. If not, let me know, please.

I'm sorry that we haven't been able to get this sorted for you yet.

Thank you

DanielS