Moving Business broadband to a new premises

[simonmaasz]

Hi everybody, this is teh second time I have moved premises in the last 18 months. My Business broadband is on a residential line which doesn't make things easy.

last time was a total and utter muck up and took 3 months to unwind. It took ages to get connected and I initially lost voip and gained internet security that I didn't want. Billing was a nightmare, so...........here we go again.

The saga so far:- BT residential have arranged to move my line and number on the 7th september. BTBB can't initialize a new order until the new residential line (with the same number) is up and running. A very nice lady (VNL) at business support has said she will help to get this through smoothly.

However, I have already received a confirmation "stop order" from broadband when the VNL said we wouldn't initiate any stops on BB until the 7th, so the system already has a mind of its own.

As it stands now I have a query in with the VNL to ask here what I should do with the "stop order confirmation"

I'll keep this thread updated as a blog on how this move goes. Anyone want to take bets on what goes wrong?

Here's what I expect:- the BB contract will get stopped and restarted. I will get a bill for the remainder of the stopped contract even though I am restarting. my VOIP package will go missing. Cynic? Moi? watch this space.

[WDR]

I have to sympathise with you and would suggest using another telecom provider as we have just gone through this one :

Normally i would never actually go out of my way to complain about a poor service, but this is a story that could end up as a Hollywood blockbuster.

  On the 27th of July BT confirmed by e-mail that our move would be complete for the phones and broad band on the 3rd of August. See below:

Thank you for your request to move your BT Business Total Broadband service. BT Business Total Broadband Option 3, to your new address on 01508 ******. Your order number is BOS *******.

We aim to move your service on 03/08/2010.

Please note: this date may change, depending on line checks - we’ll confirm the date in a second email.)

We estimate that the maximum broadband speed your line can support is 3000kbps.

So off we go to work on the 3rd to find that the phone line and broadband has been disconnected from the old address and now we have a message that the number has been changed..... But as we had explained to the "MOVERS TEAM" we would need a new line and it would require a survey!!!!!  So i politely asked the help desk after 42miniutes and 17 secs on hold where do i plug my computer into and how do i get my clients to contact me???? She replied sorry sir for the error but it should be there  So...... after 2hrs and 18 minutes of wasted time and 5 different people we agreed that the only solution is to re-connect the original line and put back on the broadband ! Simple.... I pay a £100 per day for 22000 square foot of works space that i am going to use one office whilst BT sorts it out! 

   Six hours go by and i am told after awaiting a mere 1hr 26 minutes that the old line cant be reconnected GRRRR and it will need to be re-directed to my mobile , NO GOOD as i pointed out my PC does not plug into my mobile !!! but after a few more hours wasted the wonderful movers team and business broadband come through the door on their wonderful gold lined stallion to tell me its ok you can now use your old number but it will take 3 days to get the broadband back on .! Excellent i said only now costing me an extra £1500.00 just to be able to pay my suppliers and staff! Most people now would be either throwing in the towel or working out how to make a noose and finding a chair and a beam to jump off..... but no here comes the best bits !

  A nice chap from BT Open reach comes over to carry out a survey..... "How long before we can be connected?" I ask , "Not sure mate it needs a cable laying underground and we just missed the delivery, if you dig the trench then we will supply the cable for free" "Wonderful deal , I'll go and hire a digger and it will be here tomorrow " I said with a great big smile , and we left it at that. Later on the next day with a shiny digger ready to get the trench ready ,we get a call to tell us "Err sorry mate can't get the cable till the 20th of August "  I am now at about 20000ft with anger and very politely explained we can ship an engine for a Jaguar to Hong Kong in 48 hours ! what is the problem for 25mteres of cable ! "Sorry mate that’s all we can do”

 Today is the 11th of August the rent for the empty building is now £1100 and we have a digger at £56.00+vat per day, I have spent 22 hours 18 minutes in total on the phone to BT + loss of earnings and now lost clients and a poor girl called Denise from BT has tried her best but admits this is absolute rubbish service , The fun bit is that in the mean time BT has informed me if i wish to make any claim against them i must wait till the new line is connected ! So go on BT tell me what do we do now??????

[Alun]

Hi simonmaasz,

It does seem to be the case that when the line and broadband are with separate providers the moves do tend to be more problematic as cannot be put through as a simultaneous move. If problems do arise from the move, let us know so can see if anything we can do to assist.

[LZ]

I just want to share my Move experience as well. I was planning to move premises and I had a residential BT line and a business broadband and when I phoned they told me it should be easy to move as it will be from BT in one location to BT phone and BB to a new location.

Now the problems are:

1. The customer service phone lines

They are always busy and my average wait times were between 25 minutes and up to 45 minutes that if the line didn't  drop. With these waiting times you think they should have more people at the call centre or less cusomters

2. email Customer Service:

   Which is the way I want to communicate as I don't to spend my day on the phone line listening to the lady that says "we're extremely busy ..." for 40 minutes. The good shot about it you always get a polite reply which send you back to step 1, CS phone lines

3. Date of the Move:

They send you an email to say your line will be moved on nn-nn-2010 day and give you the wrong phone number to call if you have problems. when that day come and a day after you check your BroadBand you find there is no connection, why? I phone again and they tell me there is a problem with the exchange.  If there is a problem and the service won't be there on time email me, ping me , twitter me to let me know to arrange something else!

4. Canceling the BroadBand on the old address:

 For a strange reason they can't do it, they just can't, I had to ask for the phone line to be disconnected to get the broadband remove it of it. And I always find the people on the residential help lines more helpful

5. Got Broadband at the new premises:

   Very very slow, before the connection went in, doing the checks on BT website it showed that I will get 13.3M but after the line was activated it was magically changed to 2.5M and I'm really getting 1M

I'm now using my off the shelf USB dongle and I'm getting a better download speed than a hard wired BUSINESS broadband

I give up

LZ

[david6284]

I am just currently experiencing what a disgrace BT actually are and the fact they have the monopoly makes it worse. We booked a move with BT for our Business to a new build property on a main road in our town. We placed the booking on the 25th July 2014 for the move to be complete on the 11th August 2014. I was told this was fine and they needed the maximum of 2 weeks. I then had a call on the 11th saying it had been delayed because they needed to order certain machinery so the order would now be complete on the 21st August. I accepted this because we weren't actually moving until the 28th August but because i'd had previous bad experiences we were over cautious and ordered early how wrong was i. Anyway the 20th August came and we had an engineering team out to check what wanted doing, they weren't from BT they were sub contractors on BT's behalf. They told me everything was ok and they would be here the next day. That day came and went no sign of any engineers so on the phone i went to be told by the BT movers team that it was delayed to the 28th August. After a while i had no choice but to accept and keep my fingers crossed. I then had a call on the 25th August saying the job had been delayed further and they were looking at the 13th September before they could come and connect. I obviously went barmy at them and said we couldn't accept this and can not run a businss with a dongle for the net and diverted phoneline. After various conversations i was told they could now act and go to a higher level to get this sorted. I was then told the 3rd September the engineers would come out and again the day before (2nd sept) they once again came out to see what wanted doing and told me everything was ok and hopefully would see them tomorrow, i asked "why hopefully" i was then told that job sheets often get changed and they end up on different jobs. So the 3rd came and went and here we are on the 4th being told that it will be the 20th September which i have not accepted and someone is once again looking into it. I have to say i can not believe how big a joke BT are, i have contacted watchdog to see if they can help, but i have to say BT are slowing trying to ruin our business by not providing the service but we are determined not to let them. 

If anyone can genuinely help i would appreciate it. 

Regards

David Pinder

Ski and Sport

[markp]

Hi david6284,

I have notified our order management team about your problems, as this is the team that would look into this for you, if you can send me a private message with your new line/order details and contact details it will make it easier for them to investigate this for you.

Mark