7 July 2011:
Good old BT randomly patched an incorrect number to our port in the exchange, which as a result, disabled our business broadband.
We ONLY have the line concerned as we require it in order to have the broadband facility (not provided by BT, thankfully!), so this line is NEVER used for anything else. In fact, it does not have a phone connected to it.
Now here’s the real issue …
We host our own websites and of course associated email servers on static IP addresses provided by our business ISP. As a result of this very clever move by BT, we are left without websites and emails.
Due to appalling service from BT, associated with high costs in the past, we now use IP Phones and they are down too as a result, so this is a double whammy ... no emails and no phone lines, which leaves no means for our customers to get in touch with us.
Most of our business comes from the Middle-East, who are on totally different time zones and also do not take ‘weekends’ when we in the UK normally do. Staying connected EVEN OVER WEEKENDS is crucial.
Below is a summary of events so far. No doubt, we are keeping receipts of all our expenses to resolve this and will also be taking BT to court for time we have had to spend to move domain names and email servers not to mention the time we sill have to spend ,moving it all back once BT have finally sorted themselves out). We are also considering making a case for loss of earnings as a result …
7 July 2011:
8 July 2011:
- No phone call was received from Mahesweri or anybody else from BT
- The line is now dead, with no dial tone or Broadband Signal, so clearly someone has done something somewhere, but not done much to rectify the fault
- Purchased website hosting space from a hosting company
- We spent ALL day uploading websites and to moving domains and DNS Servers to newly purchased hosting space
- Websites & Email Servers off-line all day as a result of these events
9 July 2011:
- Still no dial tone or ADSL signal on the line. Dialling our number now only results in a faulty tone
- Websites and Email Servers still off-line. Waiting for domain names to propagate across. Typically this takes around 3 days!
Good old incompetent BT!
Now, this is for one of our home offices and the Business Broadband runs on a residential line (which has already been used as a get-out clause by BT, by saying if this was a Business Line …)
The fact remains, it’s a line provided by BT (and if we had a choice …!) and we thought it’s ONLY a phone line … surely no-one could mess that up too much!?
Oh, and just for the record ... the BT fault finder indicates that the fault IS in the BT exchange.
There are reasons why there are residential lines and business lines. You are running a busuness broadband service on a residentrial telephone line.
If its different service levels you need to ensure that your residential line is sorted out quicker for your business broadband , maybe you should contemplate a business telephone line.
I alread begrudge the fact that I have to pay BT for a phone line.
There was absolutely no reason for them to cross the lines and just exactly why should I have to pay more for their incompetence?
Hi. surely you can transfer the line to where you want, buuuuuut at the end of the day the same engineers are still doing the work on it.
Also if you are reliant on the line for your business broadband, a business telephone line would I imagine give you different levels of service to a residential line.
I know that and you have not exactly mentioned anything I'm not aware of ... in fact, what exactly is your point?
None of what you have said actually addressed any of the issues mentioned ... apart from the line upgrade, whic is ONLY one of the issues!
Hey steady don't have a go at toekneem he is just a BT Customer the same as you just trying to help.
I am sure BT did not deliberately give you someonelses line having seen all the wires in a telephone exchange once.
It is going to be down to human error and as you say that have located the problem in the exchange.
The line swap is ony one of the issues, which led to a number of others ...
What about the Call Centre IN INDIA, that just gave me lip service and promised to escalate the issue so that it does not take 3 BUSINESS days (which, by the way, translates to 5 days as quite a few of our customers in the Middle-East who do not care about so-called weekends in the UK).
The Call Centre staff also promised to call back to see if the issue has been resolved ... and no (petrhaps not surprising), no-one called. Oh, and they took checked my mobile number ...
Thanks for the post and welcome to the forum. I am so sorry to hear of the problems you are having. I would like to look into this for you.
Please drop me an email via the 'Contact Us' link in my profile. (click on my name and you will find the link under the "about me" section). Include your BT account details and the link to this thread.