Frustration with lack of ownership and fault resolution

marklawrance — Wed, 03 Aug 2011 12:21:31 GMT

I requested via BTLB that a phone line was moved to the other side of the corridor in our office building, keeping the same number. This line is pretty vital to us as it provides us with broadband via a third party ISP.

On the day of the move the engineer confirmed that the 'phone' line had moved but that it hadn't been activated for broadband and that this would require a visit to the local exchange.

I received a call a few hours later to say that the line had been enabled and that we should have service as normal. Needless to say, this wasn't the case.

Our new line hadn't been activated for broadband but the old line had a 'cease' notice put on it which meant our ISP cancelled our current order.

On contacting BTLB i was advised that it would be the fault of the ISP as the line was capable of being used. The ISP (who i have never known to be anything other than excellent in their provision of service) advised that the line we were now meant to use had a Z tag on it which meant it was capable of accepting broadband, it just hadn't been activated.

We are using 3G dongles to get some form of connectivity, but this is proving unreliable and expensive.

BTLB are raising this as an issue, but there is no visibility of anything happening and i just keep getting passed from pillar to post.

All i want is for our line to be activated for broadband, which i understand is a job that would take few seconds at the exchange but trying to get it sorted is like pulling teeth.

Has anybody else experienced similar and can advise on how on earth i can get this sorted?

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Frustration with lack of ownership and fault resolution