topic Re: Any Mod - who owns this problem? in Archive

Any Mod - who owns this problem?

Seraphsailor — Sun, 25 Jul 2010 22:44:14 GMT

This is with regard to the Openzone service at Royal Clarence Marina; PO12 1AX

Openreach have, over a couple of days last week, replaced the cabling specific to the marina office telephone system. In doing so they have disconnected the cabling for the Openzone service and it is "dead". (The router works but does not deliver an IP address for a successful service connection). The marina telephone system and the Openzone service are on separate lines.

I have both emailed and spoken to Openzone support and been advised to contact Business support who will want to know the telephone number associated with the Openzone line - I have no idea what the number is and neither do the marina staff - why should they need to know the number for an Openzone service??

The Marina staff have spoken to BT on both Thurday and Friday (for over 3 hours on Friday) being pushed from one department to another without any specific answers, and no commitment from any BT Department to own the responsibility to fix.

The exact problem is that the OpenZone router RJ12/RJ45 LAN cable is plugged into a new wall socket fitted by Openreach. This is the cable and socket going out to the BT line delivering the Openzone service.

THERE ARE NO WIRES CONNECTED IN THE SOCKET to the outside world.; and BT don't believe us.

The fix is to look up the Openreach job number for the marina telephone work - reopen the job and get Openreach back into the marina to connect whatever wires they have disconnected to re-establish the service; and quickly; they broke it so they should fix it - and as a priority.

Why is it never easy dealing with BT for issue/problem resolution? - disjointed Departments where no one talks to each other or is prepared to take ownership or rsponsibility; and in some instances don't even recognise or want to acknowledge that there is a problem.

So Mods, Openzone support say it's nothing to do with them as it's a Business Line fault; so given these circumstances who should own this problem which BT have created?

Hoping you can advise quickly; no action to my and the marina calls into BT on Monday morning and I will have no option bur to call Eleanor in Executive Level Complaints

Re: Any Mod - who owns this problem?

Fiona — Mon, 26 Jul 2010 07:25:14 GMT

Hi Seraphsailor,

If the line has been disconnected it needs to be reported to the telephone line service provider. If this is BT Business telephone that would be on 0800 800 154. They would then check the line and book and engineer to reconnect. Who ever pays for the openzone service will have billing account numbers and the details of the account can be traced from that, or any user details.

I hope this helps

Kind Regards

Fiona

BT Business Forum Moderator

Re: Any Mod - who owns this problem?

Seraphsailor — Mon, 26 Jul 2010 08:34:27 GMT

Hi Fiona,

thanks; but I know that the Marina staff have called 0800 800 154, and another number 0800 800 152 and got the complete runaround (on Friday).

I will go and talk to the Marina staff re .... 154. If the answer is "we've done that and no resolution forthcoming" then I will call Sir Michael Rake's Executive Level Complaints office

Re: Any Mod - who owns this problem?

Seraphsailor — Mon, 26 Jul 2010 10:23:39 GMT

Fiona - update,

marina staff spoke to 0800 800 154 - Business Line. BLine said because it was a broadband issue it was nothing to do with them and gave marina another contact number and they say nothing to do with the - so here we go round in circles;

The issue caused by Openreach is in my first post; THEY HAVE NOT RE-CONNECTED THE WIRES for the Openzone service; the marina phone number is <number removed by moderator>.

The Openzone is a professional installation managed and delivered by BT - it is not just run off a BT home hub.

I'm off shopping for an hour; if on my return there has been no contact with the Marina by BT with positive action stated then I will call Eleanor; and if possible I will talk directly to Sir Michael.

Cheers,

Steve

Re: Any Mod - who owns this problem?

Fiona — Mon, 26 Jul 2010 10:25:13 GMT

I have removed the number from the post but kept a note of it. I will see if i can find any information and send you a private mail.

Sorry for all the problems

Kind regards

Fiona

BT Business Forum Moderator

Re: Any Mod - who owns this problem?

dave — Mon, 26 Jul 2010 10:31:39 GMT

Rather than confusing things by mentioning Openzone, etc (which is why you are probably getting transferred around BT) you need to establish where the issue is.

The set up will be:

Openzone > Runs over Broadband > Runs over phone line

1. Start with the phone line: plug a phone into it. Do you get a dial tone? If not then find out the number and report it to phone line faults. If you get a dial tone move onto the broadband

2. Can you get an internet connection at all? If not then report it as a broadband fault. Do not confuse the issue by mentioning Openzone, just report it is a broadband issue.

Re: Any Mod - who owns this problem?

Fiona — Mon, 26 Jul 2010 11:01:01 GMT

I am sorry but the telephone number supplied isn't a BT Business number and i am struggling to find the Marinas information with the details supplied in your posts. Can you please private mail me the account details of the marina and any BT Business account numbers or telephone numbers involved. Is there an account number for the openzone service?

Kind Regards

Fiona

BT Business Forum Moderator

Re: Any Mod - who owns this problem?

Seraphsailor — Mon, 26 Jul 2010 12:34:52 GMT

Dave:

Start with the phone line: plug a phone into it. Do you get a dial tone?

There is a new RJ45 socket on the wall , fitted by Openreach, that the router cable plugs into. The socket has no hard wires connected so it ain't going to work as a phone line or deliver a broadband service - IT IS OPEN CIRCUIT

If not then find out the number and report it to phone line faults.

The OPENZONE service is managed and delivered by BT. The marina hosts the router in their office and that's it. Marina does not know what number is allocated to the line.

2. Can you get an internet connection at all?

No connection; wifi sees the router and makes a connection to the router. The next action is for the ISP to deliver the associated IP information. It can't do this (and connections just time out) - the hard wires aren't connected into the RJ45 socket!

Fiona,

I called Business Support and spoke to a nice lady. She asked me to hang on whilst she spoke to engineering; and she then told me that engineers would be on site before 6:00pm today to rectify the problem; they have my phone number for any further details. I hope to be able to advise here that it is all sorted later today - ROTFLMHO

pm and not a sign of any Re: Any Mod - who owns this problem?

Seraphsailor — Mon, 26 Jul 2010 17:20:57 GMT

Well, it's now 6:10pm and not a sign, or hide or hair, of any engineering support to rectify what wasn't broken in the first place.

In the words of my personal friend Peter Bonfield with regard to business: "Promise what you can deliver and then deliver what you promise" What a failure you are BT

BT - you actually make me sick in the way you treat and let down your paying Customers. I will call Sir Michael at 9:00am tomorrow morning

Re: pm and not a sign of any Re: Any Mod - who owns this problem?

Fiona — Tue, 27 Jul 2010 09:15:19 GMT

Hi Seraphsailor,

I'm really sorry that you did not receive the engineering support that you mentioned, however, you have also not private mailed me any of the information i requested so i cannot look into this for you. Can you please private mail me the account details of the marina and any BT Business account numbers or telephone numbers involved. Is there an account number for the openzone service? Are you the owner, or own the premises this Openzone service is at?

I have offered to try and help and I'm extremely sorry you have not taken me up on the offer. If you would like me to try and help please contact me as soon as possible with the above information.

Kind Regards

Fiona

BT Business Forum Moderator

Re: pm and not a sign of any Re: Any Mod - who owns this problem?

spank — Tue, 27 Jul 2010 10:21:52 GMT

I have to say your really barking up the wrong tree here. This is a broadband forum. You are complaining about a problem with your wall socket not being wired correctly/at all, which is nothing to do with broadband/openzone/wireless/routers, you said it yourself in response to dave's first question.

So the only thing you can do is call 154 and rant at them, no one here can help you.

No sign of action or resolution

Seraphsailor — Tue, 27 Jul 2010 12:34:14 GMT

Spank should wake up and smell the coffee, ,this forum is not just a Broadband Forum; it is stated to be

Broadband and internet

For posts about BT Broadband, wi-fi and wireless access, dial-up, routers, networks & modems, dynamic and static IP addresses, Openzone...

I am a BT Business Customer - So which forum should I post in then??????

Fiona, neither I or the marina staff know the account number or the telephone number associated with the line. BT manage and deliver the service; the marina office just hosts the associated equipment.

Still running around in circles though; having been told by BT it's not anOpenzone problem but a Business line issue and going down that path it's now back with the Openzone Mgt Team in Exeter to "assess" the problem. I have asked this office to provide the account/telephone number to assist in any future fault reporting.

No answer on the Executive Level Complaints number

What is there to assess? there aint no hardwires connected in the newly fitted RJ45 socket that connect to the associated junction box and then to the Openzone telephone line; raise the jobsheet and fix it

Re: No sign of action or resolution

dave — Tue, 27 Jul 2010 12:28:34 GMT

Ultimately though, as you have already stated a telephone line issue. The fact that you have no internet is obviously directly caused by this, but this is not the primary issue.

I suspect this is why you have been passed around different departments within BT, as each department will deal with different things (some lines, some broadband, some openzone, etc) and if you confuse the matter by saying you have no openzone to the line faults foe example, then they will possibly pass you on.

If you can get hold of the account number, or landline phone number you should be able to report this to 154 as a telephone line fault.

Re: No sign of action or resolution

Seraphsailor — Tue, 27 Jul 2010 12:59:19 GMT

Hi Dave,

frustrating to say the least;

Speak to 0800 800 154 yesterday and they call me back saying Engineering will be with you by 6:00pm - and no show

Call 0800 800 154 this morning to say Engineers must be runing late- can u give me revised ETA and the response is "nothing to do with us" and they try to pass me on and they drop the line.

Went to local Openreach depot this mornng - it's 2 minutes away - to see if they can advise or assist; no chance.

'twixt me and the marina maybe 6 to 7 hours on the phone going round in circles.

When it works it's good; when it needs fixing, and in this instance, a selfmade "fault" by BT; they are CARP. BT lack ownership and responsibilty. I might just as well call Martlesham Design and Development and report the problem - they might be more helpfull than BT support centres!

When I first reported this to the Openzone Help Desk, and followed it up with an email to the associated support centres, Openzone said it was a Business line issue- so why, and we're into 4 working days now, am I told it's now with Openzone Mgt in Exeter (hello Dan and Sarah if you are reading this!) for "evalution"

Just fix the line! (it needs about a foot of four/five core cable connected between the RJ45 socket to the junction box) and which wasn't broken before Openreach did some work here last week

Re: No sign of action or resolution

Fiona — Tue, 27 Jul 2010 13:12:46 GMT

Hi Seraphsailor,

From what you are saying it sounds like the Marina is an Openzone Partner. Openzone have many different ways in offering their service. The majority of people on this board have BT Business Broadband which they use with a Business hub, and they allow the hub to become an Openzone Hotspot. This means that people can utilize the hub via an openzone voucher or user details to access the internet. If this is your setup you would have a BT Business broadband account, broadband connection and would contact technical support and use this board. BT Business Broadband customers on Option 2 and 3 are also offered Openzone Vouchers as part of their package and if they have issues using these vouchers would post questions on the board.

If you are a Openzone partner there is a service managed area through the Openzone site and you will have an Openzone account number. All enquiries, faults etc would be directed to Openzone via their support and site as the service is managed by them.

I'm sorry we couldn't help with this but the Openzone Partner Site and contacts will be able to trace your Openzone account and assist further.

Kind Regards

Fiona

BT Business Forum Moderator

,Re: No sign of action or resolution

Seraphsailor — Tue, 27 Jul 2010 13:24:50 GMT

Fiona;

many thanks

going to see the marina staff right now with the info and links you have provided.

Will advise soonest

Steve

Re: ,Re: No sign of action or resolution

Seraphsailor — Tue, 27 Jul 2010 13:57:19 GMT

Hi Fiona,

I know about BT hubs/routers and their being able to deliver a wifi service (cafes, etc). I showed a friend how her home hub was delivering an Openzone service and she knew nothin about it. Anyway back to the marina - it is not a plug and play hotspot provided and the marina, so they tell me, is not an official Openzone Partner.

The wifi service was originally supplied by Square Mile; who were subsequently sacked. BT then came in; used the established SM wifi antenna and cabling, etc, connected up BT routers; made the necessary changes to the telephone line to provide an OZ service and that was it. As I've said previously the whole management and service delivery is via BT; all the marina is doing is hosting the router equipment in their office.

From what I am told no formal agreements (or knowledge) about partnering and when I showed the marina staff the partner portal they knew nothing about it and surprised. Maybe time to put it on a formal footing!!! - it would help!

Re: ,Re: No sign of action or resolution

Fiona — Tue, 27 Jul 2010 13:59:59 GMT

I couldn't agree more, if they have some formal agreement it would mean in future there would be a definate route for enquiries or faults. Even if some note is made as to what the system is, who owns it and manages it (account numbers, telephone numbers etc) this would certainly help to prevent any confusion in the future and stop you being passed from department to department which in turn would reduce any downtime.

If you get any information from BT faults or Openzone about the account i can certainly try and help find out what the setup is etc.

I really hope you get on ok

Kind Regards

Fiona

BT Business Forum Moderator

Re: ,Re: No sign of action or resolution

Seraphsailor — Wed, 28 Jul 2010 10:53:03 GMT

Hi Fiona,

well I'm told it's now with [name removed by moderators, contravenes forum guidelines] in Exeter, as an Openzone Manager, to approve further action. Regardless of what is coming to light it is a sad reflection on BT to react (or not react in this instance) to a situation where various parties are telling BT "your Openzone doesn't work - and this is what the issue is"; and then BT promising action by a certain time and then renaging on that promise.

Re: No sign of action or resolution

Seraphsailor — Fri, 30 Jul 2010 10:28:12 GMT

Openzone 2nd Line have emailed me and the marina saying that the Openzone contract with the marina is out of date and so they will not fix their hotspot. By contract I understand that no money passes from BT to the marina; it's just an agreement between BT and the marina that they will host the associated equipment - so it's only BT who will be losing a bit of revenue.

Marina say that their "agreement" with BT for Service renewal and hosting provision is due for discussion in early October. - and also:

2 calls to me from Executive Level Complaints (ELC) from different people over 2 days. The first thing both of them said to me was that they could not find any contractual information within BT with regard to Openzone and the marina. The second caller from ELC said as there was no contract or as I could not provide any reference information that she could not talk to me - and hung up!!!