Hi,
We are having major difficulties getting an upgrade for out BTNet service and I was wondering if anyone else had come across similar issues or had pursued a complaint through Ofcom and got a better resolution.
It should be easy, we have a 100/100 BTNet service and I wanted to get it upgraded to 1Gbs/1Gbs. Took quite a while for a planner to come out and do the survey but when he did I showed him the existing line and spoke to him and he said that it was no problem, we had spare cores, they would link up the new service, run them in parallel and then swap them over using the existing cable.
Since then nothing has happend.
As we have to go through BTLB, it adds another layer of complexity. But the problem seems to be that BT retail side doesn't know exactly what to order from BT Openreach and BT Openreach don't know what service to provide. There seems to be some issue over extended reach and looking at new routes - despite the fact the lit fibr is already in place and is not on an Extended Reach circuit, the exchange has the capabilities and capacity to support it (confirmed byt the planner and BT Retail).
It has been over 2 months since the order and despite me sendingt he exact questions to BT Retail (via BTLB) to ask Openreach to get to the bottom of this, they haven't been asked and we are no further forward.
Openreach doesn't understand what BTNet is and BT Retail/BTLB don't understand what EAD1000 is and never the twain shall meet!
