MegaSack DRAW - This year's winner is user - rgwb
We will be in touch
We haven't had a rant about this robbing useless [s]cartel[/s] monopoly for at least a week. Here's my moan.
Recently moved. Didn't exchange until 4 days before completion so obviously didn't give them enough notice to actually get my landline moved on moving day.
Did the necessary online. Phoned up my Broadband provider about the move who informed me that I needed to provide them with a SIM number from BT to transfer the service on the same day. Otherwise it would be an additional 5 day wait.
Phoned up BT. Twice. Really bad call centre where they don't understand English (hi I'd like a SIM number for my address change please... Them - would you like a line test?). Finally got through to someone who spoke some sense who informed me I would have to cancel the 'order' for the landline address change, then reapply online ticking the box for the SIM number. Risky decision this the phone line move was dependent on Openreach Engineer availability. If I'd cancelled I may have to put back the connection day further. Phone was a big deal as mobile coverage very patchy at new house.
Explained this was told 'what network are you on? BT Mobile might be better (me - sorry already on EE will be moving back to VF once out of contract).
Then they tried - well if you sign up to BT Broadband you can get that on the day. You won't need a SIM number. Me - nope sorry I need Zen as it gives me an IP address, you can't do that right?
Finally I took the risk. Cancelled the order, redid it online this time ticking the 'I need a SIM number as well' box before submitting. Putting back the changeover a further day as by then no available slots on original day.
Whilst redoing the order online it registered with me that I had to sign a new 12 month contract to get the charge of the Openreach engineer down from 130 to 65UKP. Website was insistent I needed an engineer (surprising as Telephone sockets are new Openreach sockets). If I signed up for Broadband the engineer visit would be free. At least a SIM number popped out this time.
Today is changeover day. Picked up my phone this morning. GUESS WHAT I GOT A DIAL TONE and COULD MAKE / RECEIVE CALLS.
ENGINEER TURNED UP 30 MINS LATER THAN SLOT. DRANK A CUP OF TEA. MADE A FEW TEST CALLS AND F**D OFF AGAIN. £65 for that? AT LEAST IT DIDN'T COST ME £130.
THIS whoLE BT / OPENREACH is a big CON and I CAN SEE whY COMPETIETEWERS are MONeing and insiting the 2 ARE BROKEN up. Robbing ........aarrraagjggjklajklJKLJKLJKLJKL:JKL:JKL:JKL:
What a magnificent rant. I can't work out what you're on about and I work for a telco...!
7/10
Poor rant, what do you expect for them to do a line swap for free. Engineer probably had some jumpering to do at the local exchange before visiting your property!
4.5/10
This is the bit that won me over. Well done, that.
THIS whoLE BT / OPENREACH is a big CON and I CAN SEE whY COMPETIETEWERS are MONeing and insiting the 2 ARE BROKEN up. Robbing ........aarrraagjggjklajklJKLJKLJKLJKL:JKL:JKL:JKL:
ENGINEER TURNED UP 30 MINS LATER THAN SLOT. DRANK A CUP OF TEA. MADE A FEW TEST CALLS AND F**D OFF AGAIN. £65 for that? AT LEAST IT DIDN'T COST ME £130.
That'll be the behind the scenes bit that goes on and that a dial tone doesn't mean you have broadband.
BT & Openreach aka Arse & Elbow and thats by their own admission!
Poor rant!
Overseas call centre was able to provide you with a solution to get a sim number.
You got an engineer slot roughly when you wanted it.
Crucially, the engineer did actually show up even if he was a little late.
The jumpering was probably done sometime in the previous 24hrs to get dial tone, the engineer would have come out to test the line to create a set of test results, as all service providers, including BT, want proof the Openreach line is up to scratch.
Now, I was left without broadband for several weeks after a house move, engineer no shows, and when I went to Infinity my self-install turned into a managed (engineer) install so never knew the appointment that I missed, and then they cut off my Infinity and took two weeks to resupply it. I complained internally and ended up getting an unexpected call from the Chief Customer Officer to apologise...still embarrassing that we make customers jump through hoops...
So let me get this right, you completed a form online and bypassed the ticky box saying I want a SIM Number, you didn't think to even look up what a SIM number was before blundering onto the Next Button?
Zen could have advised that a SIM reference is applied to the line move order and cannot be added afterwards. If they knew about Simultaneous Provision then they should know the details of the process.
The engineering charge could be that the line was with another provider, even if you have Openreach sockets. If the line in the Exchange has been an LLU with someone else, then it's a new connection and you get charged - activating an existing line is free (or was last time I had to do it).
The engineer may have supped tea and only made a few test calls at your house, he was in the exchange patching in your line on time which is why you got dial tone. They normally call ahead if a mobile number is given at the time of order. You can always question the charge, do you have the original number and whether the provider was BT from the previous occupants?
BT Openreach and BT Retail are pretty much separate, I worked for a WLR3 provider and although working with Openreach was occasionally frustrating, there was no hint that there was some dodgy advantage for BT Retail. Occasionally I was amazed that the phone network worked at all the way it has been patched and upgraded over the years.
I don't see any advantage for BT Retail customers since the access network was split from BT Retail, I do business fibre and I don't even know who the service provider is unless I go looking for it in the notes. It makes sod all difference in the experience/service the customer receives.
I can't get hold of any more information about a BT Retail order than I can an order from say Virgin. I'm not even allowed to show a preference for a service provider when a customer asks.
When openreach engineer turned up at my gaff he took his boots off before coming in. Only tradesman before or since who has done that.
Impressive.
he took his boots off before coming in
H&S breach that, potentially sackable offence if his boss found out.
Back in the real world that shows a Individual that wants to make a good impression.
Pfft. All this considered comment above has made me feel like I'm being completely unreasonable towards these two excellent companies.
Shortly after posting my last reply, got the dreaded call and had to go in to work, interrupting some bike fettling.
Just got back home after getting 60 Infinity customers back in service.